Extended service downtime (which used to be a rare event for many organizations) has evolved into an oft-recurring nightmare, with the potential to inflict severe financial and reputational wounds.
As evidenced by the July 19 global IT outage, the economic toll can be brutal, with estimates suggesting "a collective loss of $5.4 billion for Fortune 500 companies alone," according to Parametrix. Adding to that, the frequency of customer-facing incidents has skyrocketed in recent years, with each incident carrying a price tag of nearly $800,000, according to PagerDuty.
The ability to swiftly and effectively respond to outages has emerged as a determinant of customer satisfaction and organizational resilience. The way an organization moves through these crises, from initial detection to resolution, impacts its bottom line and brand reputation.
To mitigate the risks associated with downtime and nurture a culture of operational excellence, organizations have turned to solutions like the PagerDuty Operations Cloud.
PagerDuty is a provider of digital operations management solutions. They help customers achieve operational efficiency at scale with the PagerDuty Operations Cloud.
Recently, PagerDuty announced new innovations for PagerDuty Operations Cloud. This will help operations teams automate their processes and reduce time spent at every stage of the incident management lifecycle to protect customer experience and mitigate the risk of operational failure while replacing point solutions.
Automation and machine learning capabilities enable teams to predict potential issues and resolve them proactively. The integration of PagerDuty Advance Assistant for Microsoft Teams provides AI-powered support by generating summaries and triage guidance to accelerate resolution.
Automation on alerts helps reduce the overall incident count to free up valuable time for teams to focus on high-value tasks. Global intelligent alert grouping uses AI to enhance pattern recognition and improve the accuracy of correlating alerts and separating signal from noise.
The integration of PagerDuty Advance's GenAI capabilities also allows teams to manage incidents from start to finish within Microsoft Teams or Slack. Coordination costs are educed, and timely handling of critical tasks is mostly guaranteed. PagerDuty estimates that customers save substantial costs by using the chat experience.
The Operations Console enhancements, including a timeline tab and alert side panel, provide comprehensive alert visibility and actionable insights. The capability eliminates the need for unnecessary context switching. PagerDuty estimates that these enhancements reduce triage time by 20%.
Finally, PagerDuty enhanced its Operational Maturity Model to help organizations learn from outages and implement improvements for future operations. By benchmarking against industry standards and following recommendations, teams build more resilient operations, protect customer experience and prevent revenue loss.
“Operations teams remain largely reactive, consumed by firefighting with little time for proactive measures since they are jumping from one point solution to another to understand and resolve the incident,” said Jeffrey Hausman, Chief Product Development officer at PagerDuty. “The PagerDuty Operations Cloud integrates AI and automation to streamline the entire incident management lifecycle, enabling swift, coordinated responses across people, processes and technology to mitigate major incidents all in one comprehensive platform.”
By using these advanced tools, operations teams proactively identify potential vulnerabilities, streamline incident response processes and build a more resilient infrastructure capable of weathering even the most severe disruptions.
The Operations Console is now generally available for AIOps customers, while other features like Global Intelligent Alert Grouping and PagerDuty Advance Assistant for Microsoft Teams are currently in early access and will be widely available in Q4 of 2024.
Additionally, the Operational Maturity Model Recommendations are now accessible to Incident Management customers, and benchmarks will be available for Incident Management and Customer Service Operations customers in Q1 of 2025. Automation on Alerts and the Unified Chat Experience for Slack and Microsoft Teams will also be introduced in Q1 of 2025.
Be part of the conversation to understand the Future of Work and how both customer and employee experiences are changing, at Future of Work Expo 2025. The conference focuses on key elements of today's reimagined workplace; not just for improving productivity, but also providing better experiences through the intersection of technology like AI and the human element. Future of Work Expo is taking place February 11-13, 2025 in Fort Lauderdale, Florida.
Edited by
Alex Passett
