As Digital Operations Becomes Central to Bus. Success, PagerDuty Announces New Machine Learning Capabilities to Reduce Outage...
September 24 2019 - 9:35AM
Business Wire
Intelligent Triage provides automation to significantly cut the
time it takes to solve issues, while Intelligent Dashboards
recommends how to continually improve performance
PagerDuty, Inc. (NYSE:PD), a global leader in digital operations
management, today announced two new capabilities for teams
responsible for reducing the cost and business impact of issues
such as slow downs and outages.
Today, it takes companies an average of 80 minutes to coordinate
response teams to solve a customer-impacting issue, such as a
failed shopping cart or broken web page1. PagerDuty’s new solutions
are expected to help reduce that to as little as five minutes by
providing automation to get the right people working together, with
the right information, to more quickly triage issues when seconds
count. By adopting real-time digital operations management
practices, large companies can gain upwards of $2.5 million in IT
staff productivity savings2.
Intelligent Triage is a new feature set within PagerDuty’s Event
Intelligence product, which uses machine learning to group alerts
together so teams don’t receive multiple alerts coming from related
issues. Triage provides additional context into the issue; e.g.,
whether it has happened before, how it was resolved, how widespread
it is, what teams and services are affected, who is working on it
and how they can be reached. By immediately arming teams with this
knowledge, PagerDuty helps organizations pull together the right
people, with the right information, to solve problems faster,
minimizing the cost of downtime and preventing poor customer
experiences.
“When there’s a major issue in payment processing, the signal
can get lost in all the alerts from related systems,” said Square’s
Software Development Manager, Payment Acceptance, Adam Edwards.
“Intelligent Triage in Event Intelligence will help us see the
impact across related systems in real time and focus on the most
critical issues.”
Intelligent Dashboards — new to PagerDuty’s Analytics product —
leverages machine learning to provide teams with recommendations
for how to resolve issues, as well as benchmarks against
performance metrics from other teams in their organization or
vertical industry so they can continually improve. Its Spotlights
recommendation engine leverages 10 years of machine and human
response data to give teams context for improvements, such as
stopping unactionable alerts and recognizing repeat issues.
“Nearly half of companies experience a major technology issue at
least monthly,” said PagerDuty’s SVP Product, Jonathan Rende3. “In
today’s always-on world, slow responses damage a company’s brand,
impact employees and erode the bottom line. Companies urgently need
insights into how they are handling these issues so they know how
to improve. With Spotlights, we are automating the provision of
knowledge that is crucial to both solving problems in the moment
and continually improving performance.”
More about PagerDuty’s new capabilities:
Intelligent Triage
- Provides context into an issue e.g., whether it has happened
before, how it was resolved, how widespread it is, what services
and teams are affected, who is working on it and how they can be
reached.
- Provides automation to ensure teams have the knowledge required
to effectively triage issues in real-time (e.g. is this a major
incident? Who is needed to help?).
- Reduces the impact of unplanned work by giving adjacent teams
visibility so they don’t duplicate efforts or interfere with each
other.
- Creates significant time and cost savings — the majority of
tech employees will lose 100-plus hours of productivity due to
unplanned work this year4.
Now available for Event Intelligence customers. More information
is available here.
Intelligent Dashboards
- Leverages 10 years of machine data and human response patterns,
applied through Spotlight, PagerDuty’s recommendation engine that
learns from past issues to make suggestions that teams can use for
future improvements, such as stopping unactionable alerts, fixing
repeat issues and improving escalation practices.
- Includes interactive charts and graphs that, unlike static
status reports, let customers drill into details by team to show
incident volume, response effort, interruption volume and
more.
- Provides managers with built-in benchmarks to see how their
teams compare to peers in the organization and their vertical
industry when it comes to spotting issues, mobilizing teams and
achieving resolutions.
- Translates the impact of issues into business outcomes, such as
total cost of incidents or response team fatigue where other
solutions only have basic metrics, such as mean time to response
(MTTR).
Now available for Analytics customers. More information is
available here.
About PagerDuty
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations
management. In an always-on world, organizations of all sizes trust
PagerDuty to help them deliver a perfect digital experience to
their customers, every time. Teams use PagerDuty to identify issues
and opportunities in real time and bring together the right people
to fix problems faster and prevent them in the future. Notable
customers including GE, Vodafone, Box, and American Eagle
Outfitters. To learn more and try PagerDuty for free, visit
www.pagerduty.com. Follow our blog and connect with us on Twitter,
LinkedIn, YouTube and Facebook.
1 Benchmarking Operational Maturity for Your Digital Business,
IDG, November 2018. 2 IDC Business Value Snapshot, sponsored by
PagerDuty, “PagerDuty Helps Organizations Optimize Their Digital
Operations Management to Create Better Value,” September 2019. 3
Dimensional Data, Unplanned Work: The Human Impact of an Always-On
World. Published July 2019. 4 Dimensional Data, Unplanned Work: The
Human Impact of an Always-On World. Published July 2019.
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version on businesswire.com: https://www.businesswire.com/news/home/20190924005252/en/
Michael Basilio, PagerDuty mbasilio@pagerduty.com
Source: PagerDuty
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