Operations | Monitoring | ITSM | DevOps | Cloud

‍ On August 2, 2025, a key part of the EU AI Act comes into force. It has serious implications for how you manage incidents related to artificial intelligence. ‍ While the full regulation will not apply until 2026, new obligations for providers of general-purpose AI (GPAI) models begin this summer. If you are building or deploying AI-powered services in Europe, the clock is ticking.

Organizations migrating from Opsgenie and other legacy incident management platforms are discovering that basic connectivity monitoring isn’t enough for modern operations. While Opsgenie Heartbeats and similar traditional heartbeat features offer simple binary status checks of system availability, PagerDuty’s AIOps-powered approach transforms system health monitoring from reactive alerting into intelligent, automated operational intelligence.

I curated a list of the 10 best Live Call Routing software for incident management. To compare them, I created a checklist of essential features. I then read their documentation to see how they stacks up against my checklist. And finally, I encapsulated the results in three tables: If you are new to live call routing, I’ve included a section that covers the basics for you. Let’s get started! Key highlights.

‍ Managed Service Providers (MSPs) and IT service providers face growing complexity in monitoring client systems – especially when multiple tools are in play. When every minor issue triggers an alert, operations teams quickly drown in noise. ‍ This article shows how ilert’s intelligent alert grouping cuts through that noise by automatically correlating related alerts from the same alert source – reducing alert volume, ticketing overhead, and response time. ‍

I’ve curated a list of 9 best incident response tools, plus 4 open-source options for you. But first, a quick note: Many people mix up alerting, monitoring, and incident response. Incident response is what you do after receiving an alert. It includes alert acknowledgment, escalations, incident communication, post-incident analysis, and response automation. Yes, some of these (incident communication and post-incident analysis) overlap with incident management.

An incident response playbook is your team's emergency manual when things go wrong. It's a documented set of procedures that guides your team through detecting, responding to, and resolving incidents efficiently. Without one, teams often scramble during outages, make inconsistent decisions, and take longer to restore service.

When coverage gets complicated, Schedule Rotations keeps it simple. On-call can get real messy, real fast. One minute you’ve got a neat little schedule for the two people rotating primary and secondary. Next thing you know, you’ve got engineers in three time zones, a new hire shadowing incidents, and your “simple” rotation has turned into a board game with no rules. So we fixed it.