The always-on, always-available expectations of digital services have increased the requirements of technical teams to be ready and provide response around the clock. For teams new to this concept, introducing on-call can be stressful and complex. As part of PagerDuty’s main platform, on-call management is key to our business, but the non-technical aspects are also important for teams to consider.
We’re excited to announce a new set of product updates and enhancements to the PagerDuty platform! Our latest release expands Change Impact Mapping integrations and experiences, gives access to the Visibility dashboard for Business plans, improves on-call processes and analytics, and advances incident response automation so teams can work more efficiently during the moments that matter.
Today, more than ever, mobilizing remote teams to triage and resolve outages separates is separating enterprises able to accelerate their digital initiatives from those who don’t. Observability has elevated our ability to quickly detect problems and ask questions in our system to triage and reduce “time to clue” — an increasingly important metric.
An enterprise can use an on-call schedule that defines who is available to respond to incidents 24/7. Yet, how your enterprise builds and manages its on-call schedule can impact departments and stakeholders across your organization. When it comes to on-call scheduling, your enterprise must plan as much as possible. Fortunately, with the right processes and tools, you can effectively implement and manage an on-call schedule.
An “on-call” worker is available to provide support at their employer’s request. Your enterprise may have on-call employees available across various departments, and these workers can help your business if problems arise, even outside of normal operating hours. Bonus Material: Advanced On-call Escalation Example PDF How you manage your on-call teams can have significant ramifications on your enterprise and its stakeholders.
If you are still handing over a shared on-call duty phone or pager (sometimes called ‘operations phone’), it is time to rethink your process. The Covid19-induced new normal has a dramatic impact on our work live and social behavior. We work from home and that is especially true for the IT workforce. We meet with less people and limit our social network to relatives and close friends.
Your enterprise needs on-call support, but it often struggles to achieve its desired results. Yet, the longer your enterprise waits to improve its on-call support processes and procedures, the greater the risk becomes that a minor outage could cause substantial downtime. Bonus Material: Advanced Escalation Example PDF Ultimately, your enterprise needs seamless on-call support processes and procedures.
This post outlines how to use Zabbix and iLert with multiple on-call teams, where each team is responsible for a set of host groups in Zabbix, and therefore, will only receive alerts for the services it is responsible for. But first, let’s start with the basic needs when being on-call.
