PagerDuty Updates Capabilities
June 22, 2021
Share this

PagerDuty announced new capabilities to help teams manage the time sensitive, mission critical work that is key to business success.

These new solutions reduce toil, speed up response time with automation, tackle change impacts and identify incidents with AIOps, and build on existing real-time case management features for customer service operations teams. PagerDuty also announced two new add-on products, Runbook Actions and a new plan for customer service operations.

“Modern digital operations are critical to an organization’s ability to provide perfect customer experiences,” said Sean Scott, CPO at PagerDuty. “Digital operations management is more than just incident response, it’s about empowering teams with automation capabilities that enable the flexibility, visibility and accountability to manage all urgent work across the enterprise.”

New PagerDuty Runbook Actions: PagerDuty Runbook Actions provides diagnostic and remediation automation to incident responders so they can quickly resolve incidents safely and securely from within the PagerDuty interface. With Runbook Actions, incidents are resolved quicker, and subject matter experts avoid the disruption of frequent escalations. PagerDuty Runbook Actions will be generally available this fall.

PagerDuty for Customer Service Teams: PagerDuty’s new advanced plan for customer service teams was announced for teams to get more proactive and solve customer issues faster. With this new plan, customer service teams in Zendesk and other major customer service solutions will get real-time status updates of critical customer impacting issues and be empowered to immediately drive action, and engage with experts across the organization to accelerate resolution time and improve customer satisfaction. This new plan includes a round-robin scheduling tool that helps resource-strapped customer service teams optimize organizational resources to support the digital-first customer experience.

New PagerDuty Service Graph: PagerDuty is also announcing a capability that will empower organizations to visualize complex and rapidly changing service dependencies. The PagerDuty Service Graph will assist organizations adopting full service ownership by providing a real time view across its people and technology. Service Graph enables PagerDuty users to instantly discover, map, and visualize business and technical service dependencies and serve as a real time source of truth for downstream, real time systems. Now users can view the health of their services at a glance or assess the impact radius of an incident and zero in on probable cause. This feature will be available to all PagerDuty users later this summer.

To streamline the process of identifying and better understanding an incident’s root cause, PagerDuty added two additional innovations that enhance PagerDuty’s AIOps Event Intelligence capabilities for operations teams:

- Change Correlation: Finding the exact changes associated with an incident is critical. PagerDuty has announced new AIOps-powered algorithms to determine which changes are most likely connected to the incident, helping teams identify the root cause faster.

- Outlier Incident: Understanding if an incident is unique or frequently recurring, can help teams identify systematic issues and help target their automation efforts. Outlier Incident’s AIOps-powered analysis of historical incidents helps teams identify both of these scenarios so they can quickly address them.

Share this

The Latest

October 18, 2021

Distributed tracing has been growing in popularity as a primary tool for investigating performance issues in microservices systems. Our recent DevOps Pulse survey shows a 38% increase year-over-year in organizations' tracing use. Furthermore, 64% of those respondents who are not yet using tracing indicated plans to adopt it in the next two years ...

October 14, 2021

Businesses are embracing artificial intelligence (AI) technologies to improve network performance and security, according to a new State of AIOps Study, conducted by ZK Research and Masergy ...

October 13, 2021

What may have appeared to be a stopgap solution in the spring of 2020 is now clearly our new workplace reality: It's impossible to walk back so many of the developments in workflow we've seen since then. The question is no longer when we'll all get back to the office, but how the companies that are lagging in their technological ability to facilitate remote work can catch up ...

October 12, 2021

The pandemic accelerated organizations' journey to the cloud to enable agile, on-demand, flexible access to resources, helping them align with a digital business's dynamic needs. We heard from many of our customers at the start of lockdown last year, saying they had to shift to a remote work environment, seemingly overnight, and this effort was heavily cloud-reliant. However, blindly forging ahead can backfire ...

October 07, 2021

SmartBear recently released the results of its 2021 State of Software Quality | Testing survey. I doubt you'll be surprised to hear that a "lack of time" was reported as the number one challenge to doing more testing, especially as release frequencies continue to increase. However, it was disheartening to see that a lack of time was also the number one response when we asked people to identify the biggest blocker to professional development ...

October 06, 2021

The role of the CIO is evolving with an increased focus on unlocking customer connections through service innovation, according to the 2021 Global CIO Survey. The study reveals the shift in the role of the CIO with the majority of CIO respondents stating innovation, operational efficiency, and customer experience as their top priorities ...

October 05, 2021

The perception of IT support has dramatically improved thanks to the successful response of service desks to the pandemic, lockdowns and working from home, according to new research from the Service Desk Institute (SDI), sponsored by Sunrise Software ...

October 04, 2021

Is your company trying to use artificial intelligence (AI) for business purposes like sales and marketing, finance or customer experience? If not, why not? If so, has it struggled to start AI projects and get them to work effectively? ...

September 30, 2021

As remote work persists, and organizations take advantage of hire-from-anywhere models — in addition to facing other challenges like extreme weather events — companies across industries are continuing to re-evaluate the effectiveness of their tech stack. Today's increasingly distributed workforce has put a much greater emphasis on network availability across more endpoints as well as increased the bandwidth required for voice and video. For many, this has posed the question of whether to switch to a new network monitoring system ...

September 29, 2021

When a website or app fails or falters, the standard operating procedure is to assemble a sizable team to quickly "divide and conquer" to find a solution. The details of the problem can usually be found somewhere among millions of log events and metrics, leading to slow and painstaking searches that can take hours and often involve handoffs between experts in different areas of the software. The immediate goal in these situations is not to be comprehensive, but rather to troubleshoot until you find a solution that remedies the symptom, even if the underlying root cause is not addressed ...