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.
The Latest
According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...
Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...
IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...
Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...
In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ...
In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...
In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...
In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...
In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...
From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...