Operations | Monitoring | ITSM | DevOps | Cloud

More data for data’s sake doesn’t help anyone. What organizations need is more information–actionable insight. With data coming from incoming streams of events and alerts, teams don’t have enough time to look at each one. And they struggle to parse and consolidate this data in order to figure out what they need to do next to resolve an incident.

We kicked off 2023 with a new team and a new product to build - Status Pages. We wanted to build a solution we could ship to customers as quickly as possible, while making sure that it’s reliable, fast and beautiful. Here’s how that process played out over the course of three months.

Clear and frequent communication carries considerable weight in today's era of hyper-competition among businesses—especially during incidents. Because of this, status pages have become the go-to choice for companies looking to prioritize trust, transparency, and clarity with their customers, even during downtime. Unfortunately, current status page solutions have made these communications particularly frustrating and stressful.

IT incidents are events which lead to a disruption or deviation from the regular operating standards of a computer system or network. They can be caused by various factors, including hardware or software failures, human error, or even deliberate external (cybersecurity) attacks. It begins with short delays, or services cutting out - for example, when a website or server is down, or access to data(bases) takes too long.

Incidents are expensive — and only getting more so. In fact, more than 98% of large companies and 47% of small- and medium-size companies say a single hour of downtime costs at least $100,000, according to the 11th annual Hourly Cost of Downtime Survey.

PagerDuty’s Global Event Orchestration is now generally available. Global Event Orchestration’s powerful decision engine enriches events, controls their routing, and triggers self-healing actions based on event data. Teams can use this functionality across any or all services within PagerDuty. This feature is a continued investment in Event Orchestration, demonstrating PagerDuty’s commitment to providing customers with best-in-class automation capabilities.

Site reliability engineering (SRE) is a critical discipline that focuses on ensuring the continuous availability and performance of modern systems and applications. One of the most vital aspects of SRE is incident response, a structured process for identifying, assessing, and resolving system incidents that can lead to downtime, revenue loss, and brand reputation damage.

Ready, set, go: when it comes to customer service, it's a race against the clock. Customers expect lightning-fast responses and complete solutions to their problems. But what happens when your help desk can't keep up with the pace? The answer is simple: frustration, dissatisfaction, and potentially lost clients. That's why measuring and improving Time to Resolution (TTR) is crucial. As a customer, there's nothing more irritating than dealing with a slow or ineffective help desk.