Item: PagerDuty
Rating: 10
Author: Verified User

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

We started looking for a monitoring / alerting tool as the tool we were using was getting too expensive and licenses agreement was expiring. PagerDuty was rolled out for some teams primarily to create and alert the operations teams for application and infrastructure related issues. Using PagerDuty not only did we implement the existing monitoring as is, but a lot of tasks were automated. PagerDuty also helped us removed the dependency of monitoring team as the monitoring and callback feature was available in PagerDuty as IVR. This decision not only saved us some money, but we also reduced the Incident response time by 50%. Soon we updated to the premium license which included additional AI features and now we are utilizing even more features and integrations supported by PagerDuty.

Pros and Cons

Pros

Automated callout for INCs which means no one is sitting 24*7 monitoring INC queues.
Integrations with a lot of other software which means minimum overhead during implement
Using AI to automatically categorize alerts and reduce false alarms.
Status pages and Service graphs for High level overview to management

Cons

Analytical dashboards could be improved, with the ability to customize as per user needs
Some callouts are not triggered even in case of actual issues in my experience
Possibility to extend communications to distribution lists and users not registered as Pagerduty users

Most Important Features

Incident management features to reduce Incident solution time and improve operational efficiency
Suppression of alerts during planned downtime or relevant used cases
AI based INC clustering to avoid multiple INCs for one issue

Return on Investment

Around 30-40% reduction in Incident response time for our use case. The work done by 2 first level teams is now automated and done by Pagerduty
During major incident intelligent AI alerting generates 1 or 2 alerts instead of 10-20 which means operations teams can efficiently work on resolution rather than just responding to calls
Improved Brand impact as automated notifications to stakeholders means real time updates with relevant information.

Alternatives Considered

Icinga and xMatters

PagerDuty provides better cost to value, and also includes AI based recommendations. Overall automatons possibilities are also great with this and since we have multiple integrations as well as we cannot easily to existing systems.
For us the responsive and helpful sales team and support teams helped us select and then confirmed our decision to stay with this tool.

Key Insights

Do you think PagerDuty delivers good value for the price?

Yes

Are you happy with PagerDuty's feature set?

Yes

Did PagerDuty live up to sales and marketing promises?

Yes

Did implementation of PagerDuty go as expected?

Yes

Would you buy PagerDuty again?

Yes

Other Software Used

Icinga, Apigee Edge, Atlassian Confluence

Likelihood to Recommend

This is very useful for anyone looking to automate most of the monitoring/altering tasks, get AI based recommendations on alerts and reduce the need to people manually monitoring the INC queues. It also gives an option to get an overview of services impacted and stakeholders can get timely notifications. Incident response and resolution times are also reduced as only the right people are involved in the flow.

Comments

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