Operations | Monitoring | ITSM | DevOps | Cloud

Atlassian recently dropped a bombshell: OpsGenie is shutting down. If you’re an OpsGenie user, this news probably hit hard. After investing time setting up your alerts, configuring oncall schedules, and training your team on OpsGenie, you’re now faced with finding and migrating to a new incident management solution. We understand the frustration and uncertainty you’re feeling right now. The reactions on Hacker News show you’re not alone in this challenge: Take a deep breath.

WhatsApp has become a major alerting channel for incident response teams. It's popular and for many, a great alternative to SMS. In our 2024 recap, we mentioned how Spike sent over 25,000 alerts on WhatsApp. It is now the 2nd most used alert channel for responders on Spike (rising from 4th spot in 2023). But... I will be the first one to admit – the WhatsApp alerts experience needed work to help responders react to incidents quicker!

This comprehensive guide walks you through the complete PagerDuty setup process, organized into 10 steps. We've structured the guide to match your team's growth journey—starting with essential configurations for small teams, advancing to robust solutions for growing teams, and wrapping up with enterprise-grade features for large organizations. By the end, you'll have a fully operational incident management system set up on PagerDuty tailored to your specific needs.

When systems fail and alerts start flooding in, having the right incident management software makes all the difference. Incident management is the process of identifying, responding to, and resolving unexpected disruptions which transforms chaos into coordinated action. Whether you're upgrading your current incident management solution or starting from scratch, we've got you covered.

In 2024, we focused on operating at a very high speed. Every week was a lot of tiny releases, meeting with users, fulfilling user requests and focusing on simplicity. Still an incredibly small team (< 10) but tons of releases. 2025 is going to be great but before that let's glance on the year gone. Read the 2023 recap.

Incident management is all about efficiently handling and resolving disruptions in IT services or business operations. It involves spotting, analyzing, and fixing any event that interrupts or could potentially disrupt critical services. The goal is to minimize downtime, keep service quality high, and ensure business continuity. This process includes documenting everything for future reference and improvement, helping organizations learn from past incidents and develop better response strategies.

When things go wrong with your software systems, you need a reliable way to alert the right people and manage incidents. To help you make the best decision, we have summarized the G2 reviews of some of the most popular on-call management tools.

Setting Up Incident Management in Slack Incident Response and Resolution Building a Custom Slack Incident Bot Roles and Responsibilities Optimizing Your Incident Management Process.

In a DevOps setting, incident management is all about quickly identifying, analyzing, and fixing issues that disrupt IT services. Unlike traditional IT Service Management (ITSM), which often works in isolated teams, DevOps encourages collaboration between development, operations, and business teams. This teamwork ensures that when problems like server outages or software bugs occur, they are handled swiftly and effectively. DevOps incident management is all about being agile and flexible.

On-call rotation is a system where team members take turns being available to handle urgent issues outside regular working hours. This is crucial in fields like IT, healthcare, and customer service, where quick responses can greatly affect service continuity and customer satisfaction. The on-call engineer is tasked with diagnosing and fixing problems to minimize disruptions and maintain platform stability.