PagerDuty Operations Cloud is used for production incident management to automate incidents when alerts come from our tools. When we have a critical issue and receive that alert and notification, we configure it accordingly. On-call scheduling, escalation policies, and tracking MTTR improvement are areas where we interact and interrogate with the tools. This approach reduces downtime, enables faster incident response, provides clear accountability, and improves reliability.

We support different clients including JPMorgan, Wells Fargo, PL, LPL, and Bank of America, though we are not a customer, partner, or reseller. More than 300 clients use the solution. In my company, we have 21 specialists working with PagerDuty Operations Cloud.

The best features of PagerDuty Operations Cloud are intelligent alerting, the code fixture, on-call scheduling, escalation capabilities, automation, runbooks, and integration. PagerDuty Operations Cloud has improved downtime mostly by 30 to 50%.

We are not using the autonomous AI agent in PagerDuty Operations Cloud, and we have not integrated with AI Ops, which uses machine learning to group similar alerts automatically and suggest root cause analysis from past incidents. However, we are planning to implement this functionality.

Improvement in PagerDuty Operations Cloud should focus on areas where we need to reduce alert noise by filtering unnecessary alerts. PagerDuty should send actionable alerts, and grouping and suppression should be managed from PagerDuty's side.

Alert noise and grouping do not work together seamlessly in PagerDuty Operations Cloud, but they should be consolidated. Alerts should be directed to the right person with real-time notification to ensure no critical issue is missed. Currently, when we receive alerts through call, SMS, or email, some users do not receive them, and the end client providing support to their clients may miss something important. This is the most critical feature that PagerDuty should improve.

Defining on-call scheduling and escalation by groups is also necessary. The duty roster should clearly indicate which alerts go to L1, L2, or L3 level support. Automatic escalation is not happening if nobody has responded to an alert, which I have observed.

While I did not deploy PagerDuty Operations Cloud, I performed the migration and reconfigured PagerDuty from scratch, then migrated to ServiceNow where I handled redeployment. I have observed that MTTR is very slow, and wrong escalation sometimes routes alerts to the wrong team rather than the proper team. On-call schedules should map the different teams we have, such as the application team, infrastructure team, or database team, who will take ownership. They need to align to the same team only for that incident. Proper service configuration for each application is required.

I have almost three or more years of experience with PagerDuty Operations Cloud.

The stability of PagerDuty Operations Cloud is good. I have worked with Opsgenie, and PagerDuty is better than Opsgenie and ServiceNow as well. I can give a rating of a minimum of eight.

The scalability of PagerDuty Operations Cloud is also good.

I can give PagerDuty Operations Cloud a rating of a minimum of 7.5 to eight for technical support.

Previously, we were using PagerDuty Operations Cloud on-premises, and now we are planning to implement a hybrid approach with both cloud and on-premises solutions. I have worked with Opsgenie, and PagerDuty is better than Opsgenie and ServiceNow as well.

Alert reduction in PagerDuty Operations Cloud does not help prevent costly incidents.

PagerDuty Operations Cloud is the best tool available. I have never worked with other solutions, but whenever I have had the chance to work with PagerDuty Operations Cloud, there is nothing on my mind to say negatively. I can confidently say it is the best tool for all aspects, not just incident management or escalation, but for all analytical functions as well. This is the best tool in the market.

Regarding maintenance, I have not observed that part of PagerDuty Operations Cloud directly. The on-site USA team is located in Jacksonville, and some team members might be handling maintenance from their end, but I am not certain about their specific involvement.

I would recommend PagerDuty Operations Cloud to other users because it provides the best tool for instant alerting, ensuring the right person responds, automatic escalation, and reducing downtime and alert noise. It integrates with different monitoring tools including DataDog, New Relic, Prometheus, and Grafana. The main strengths are real-time alerting, proper escalation, and faster incident response, which help reduce downtime and improve MTTR.

I have experience with MTTR in PagerDuty Operations Cloud. Faster detection and alerting reduce MTTR significantly. When PagerDuty is integrated with other monitoring systems, alerts are real-time and actionable.

The end-to-end flow of PagerDuty Operations Cloud, including on-call schedules, escalation policies, and services, is excellent. It is highly reliable, offers easy escalation setup, and has strong interaction capabilities that reduce manual effort. However, the cost might be high.

We took a subscription and started integrating many applications with it. We have integrated it with ServiceNow and also use our wiki repository by Spotify called Beacon. We onboard multiple services and integrate them with PagerDuty so that different engineering teams can update their line of escalation policy and primary, secondary, and tertiary users who are on call 24/7 or following a Follow the Sun model.

Additionally, we have integrated PagerDuty for incident commanders who can acknowledge any incident page they receive and update their responses. If they need to hand it over to someone else, they can do that as well. This is how we are actually using PagerDuty. We primarily leverage it for service onboarding. For instance, if you have created a product and need to support it, which might run on any cloud such as EC2, AWS, or Azure, the service teams or triage engineering teams have their members added into PagerDuty along with different playbooks, runbooks, and SOPs integrated with any ticketing tool such as ServiceNow or Jira, whichever you are using. On these fronts, we effectively use PagerDuty.

PagerDuty Operations Cloud has been reliable as it has never gone down in my experience; I have never seen it fail. I rely on PagerDuty Operations Cloud for on-call support for any high severity incidents or sev zero scenarios. This is a great feature, and I can update it using the mobile app because we also use PagerDuty Operations Cloud mobile app. Occasionally, I may be on call during weekends, and something might come up. For example, on October 20th, I was on leave but used PagerDuty Operations Cloud to stay in sync, even without my laptop. I could join Teams and Zoom calls and simultaneously update required documentation via Copilot and ChatGPT on PagerDuty Operations Cloud regarding different incidents. This capability was extremely helpful.

The integration with ServiceNow is one of the most valuable features. I rely on PagerDuty Operations Cloud for on-call support for high severity incidents or sev zero scenarios, which is a great feature. PagerDuty Operations Cloud has been reliable as it has never gone down, and I trust it for incident response. Additionally, I find the capability to update using the mobile app extremely helpful.

Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered. However, I am very satisfied with PagerDuty Operations Cloud because my team is also pleased with it. We have onboarded multiple teams using this tool, and it functions well. From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well, and overall, I appreciate PagerDuty Operations Cloud.

In terms of integration, while I cannot speak for all developers, some have encountered anomalies, but I expect they will resolve over time. Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered.

From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well.

I have been using PagerDuty Operations Cloud since 2021.

I cannot recall ever having to contact support. I have been using PagerDuty Operations Cloud for more than seven years across two organizations without ever needing assistance. It never breaks down for us, and considering I have devoted 20 years of my career to IT infrastructure operations, where everything typically breaks down, including Jira and ServiceNow, it is impressive to say that PagerDuty Operations Cloud has not caused disruptions. I can also mention MongoDB Atlas as a vendor we subscribe to and similarly, I have never experienced disruptions in their services, aside from scheduled maintenance.

PagerDuty Operations Cloud performs maintenance, which we are notified of in advance, usually two weeks prior, and this occurs during low-activity periods such as holidays. We adapt our workflows accordingly but typically, these notifications for maintenance are infrequent, occurring once or twice a year, making them manageable.

PagerDuty Operations Cloud is scalable, but I emphasize I am a user. In our field, whether supporting applications or web technologies, it is very scalable. However, if developers assess it from an AI perspective, I cannot comment due to our newness to AI. Nevertheless, I find it scalable in all other aspects and have worked with some of the top tools available, apart from Remedy, Siebel, or Lotus Notes. Overall, it is highly scalable.

I cannot recall ever having to contact support.

I have never used any alternatives to PagerDuty Operations Cloud. I have been a bit old school, where we used to get paged on our phone numbers. Aside from PagerDuty Operations Cloud, I cannot recall using anything else.

Some alternatives to PagerDuty Operations Cloud could be Automation Anywhere, Tray.io, IBM RPA, and a few solutions from Hyland and SAP that also do automation.

While I cannot provide specific pricing details, I can share my perspective as an operations professional. Though we use Jira and initially relied on ServiceNow, we have transitioned more towards Vulcan. We never considered moving away from PagerDuty Operations Cloud. I believe that whatever the cost is, it is beneficial because the IT infrastructure operations industry cannot function without PagerDuty Operations Cloud or a similar product. Furthermore, PagerDuty Operations Cloud has an excellent reputation.

New users are onboarded to ServiceNow or Jira, and they immediately create a PagerDuty Operations Cloud account profile that goes through a verification and approval process by a hierarchy. Once approved, they can set up their numbers and build their profiles to reflect their department, area of expertise, and time zone, allowing them to track incidents outside their shifts while remaining informed about ongoing schedules.

OpenScape is one product that I used before. I worked with Siemens in healthcare IT infrastructure operations, and during that period, we used BMC Remedy integrated with OpenScape, which was back around 2013 to 2016. Back then, our phone numbers were connected to it, but it was not particularly helpful. If you were not in front of your laptop, you received a call, and the automated IVR provided a brief description of the incident logged. You could only acknowledge or resolve the incident without having the option to assign it. OpenScape was what I had used before opting for PagerDuty Operations Cloud at Salesforce starting in 2021, and continuing with PagerDuty Operations Cloud became more widespread at Autodesk in 2022. As I mentioned earlier, some developers have indicated that integrating bots presents a challenge that has been somewhat resolved over time, but that is the only negativity I have heard about PagerDuty Operations Cloud. I rate this product overall a nine out of ten.

In my organization, we use PagerDuty Operations Cloud to acknowledge alerts. PagerDuty Operations Cloud is organized so that it is often used to page the SMEs. Whenever we work on any tasks and face critical situations where we are unable to troubleshoot from our end, we page for the SMEs. Irrespective of the team, if it is infra-related issues, we page to infra. If it is related to some other product, we page to that product's SMEs and involve them into a PagerDuty Operations Cloud call. We inform them regarding the issues, and then they acknowledge the alerts. After acknowledging the alerts, they start working on that particular error.

PagerDuty Operations Cloud is also organized so that if there is any critical issue, it will create an alert that will go in a particular notification form to the SME with a phone call, stating that there is a critical issue which is in progress. The particular SME will acknowledge the alert and come and join the call, mentioning that they have been paged for this issue. Then we will start working with that particular team to resolve the issue from our end.

Regarding the incident command system, we use the Freshservice tool. Freshservice and PagerDuty Operations Cloud have been synced in my organization. The incident command system is a structured way for major incidents. Whenever there would be any outage, in order to proceed with the communication flow, we use the incident command system in PagerDuty Operations Cloud. Everyone will jump into a call, and then multiple people will start fixing the issues. Everyone will be working hard to bring that instance back online or to restore that particular environment.

The best feature that I like about PagerDuty Operations Cloud is whenever we page a particular team. There is a specific feature where we can directly page a person. Usually, once we trigger the alert, it goes to a particular person, and if that person does not acknowledge it, then it will go to their reporting person. Even if they also do not acknowledge it, then it will go to some other person. In that case, it tends to take a bit of time because whenever we see the alerts, the alerts will be shifting to other people. Some people might not acknowledge the alerts due to various reasons, and it may get missed. In PagerDuty Operations Cloud, there is a specific feature where we can page a specific person or a specific user. If we give the particular team name, then in the subfield, we can specifically page a person. This feature attracts me a lot.

Additionally, there is another feature where we can check the SME calendar. In my organization, for a particular week, one person will be allotted as an SME. That calendar shows which person is the SME for the particular week regarding the particular product. These are the features I enjoy the most in PagerDuty Operations Cloud.

The main benefits I can say from using PagerDuty Operations Cloud are that we can easily page them. It is also widely used in our operations team for faster incident response, leading to a reduction of the MTTR, mean time to resolution. The smart on-call management allows us to create a call for the on-call people and to involve the backup engineers as well. One special thing in PagerDuty Operations Cloud is it has time zone-based scheduling. As per that particular time zone, we can schedule them. I witnessed automated escalation, where the particular person missed acknowledging the alert in PagerDuty Operations Cloud, leading to an automated escalation to their associate director or VP. This escalation policy is also very good in PagerDuty Operations Cloud.

The impact of integrating PagerDuty Operations Cloud with Freshservice is very good because earlier, when it was not integrated, there were many problems while paging the alerts. Now, when we have integrated it to Freshservice, once the alert comes into the queue of Freshservice, automatically a PagerDuty Operations Cloud alert will be created. So automatically, it syncs. Once it gets synced, the alert will be automatically created in PagerDuty Operations Cloud and will go to that particular person who is allotted as an SME for that particular product.

The measurable benefits from PagerDuty Operations Cloud are that it has made our work easier, where the alerts will be synced and then directly create an alert to the SMEs. Instead of doing it manually, if it is automated in such a way that an alert gets triggered and routed directly to the SME, then that is a great benefit.

To improve PagerDuty Operations Cloud, I can mention that we can improve the escalation policies. Nowadays, many people miss the alerts. There was an issue in a particular product, and when we paged it, that particular paged alert went to other product people. I do not know how that happened in PagerDuty Operations Cloud; it might be some configuration changes or anything in the backend. The point is we can improve on this setting, where the actual PagerDuty Operations Cloud alert should be routed and assigned to the correct person of that particular product. If it gets triggered to some other person unnecessarily, even that day, the particular person came into the Slack channel asking why they got paged for a product they were not part of. This is something we can improve on.

One feature I would like to see included in PagerDuty Operations Cloud is for a particular week, each person is assigned as an SME. It would be beneficial to add a note in the particular calendar where if this person is not available, then the backup engineer's name can be included.

We have not used the real-time digital operations management feature. The advanced analytics feature is being used by another product in my cloud operations team. In my team, we have not used it.

Regarding customer service and technical support teams of PagerDuty Operations Cloud, we never reached out to the technical support team. In my team, the technical support will handle the cloud-based platforms and everything. However, regarding PagerDuty Operations Cloud, in my organization, we do not have any technical team related to it.

Prior to PagerDuty Operations Cloud, I have not seen any product of the same kind in my company. We do use PagerDuty Operations Cloud and also New Relic. A similar application, I have not seen before.

I have not found any complexity in the initial setup process of PagerDuty Operations Cloud. The deployment was already pre-deployed.

I have not come across any other options or solutions available in the market. I am not sure if the on-call policy in Splunk is similar to PagerDuty Operations Cloud.

We have integrated PagerDuty Operations Cloud with the Freshservice tool. Regarding automation in PagerDuty Operations Cloud, in my team, the admin access has been given to the onshore employees, not to Indian employees. I am not sure about that because I have been requesting admin access for a long time, but I have not been granted it yet. Given my experience with PagerDuty Operations Cloud, I recommend increasing the on-call primary escalation time to ten minutes. Additionally, for one hundred alerts, if we can manage that to one particular incident for one hundred alerts, that would also be beneficial. This adjustment will help with the mean time to resolution in all organizations. My overall rating for this product is ten out of ten.

My use case for PagerDuty Operations Cloud is from the SRE and DevOps team. We use PagerDuty Operations Cloud for specific alerting purposes and for the pipeline process. When we build a pipeline and it suddenly fails due to some job and issues, we receive an error. We set up PagerDuty Operations Cloud with our monitoring services, which we are currently using, Datadog. Datadog is connected with PagerDuty Operations Cloud, and whenever Datadog receives an alert or a spike or anything critical, it will trigger an alert to PagerDuty Operations Cloud, and we quickly get a notification. We are currently using this process, and we are also maintaining our on-shift call rotation. For example, on Monday, Wednesday, and Friday, I am working as a shift lead, and then on Tuesday, Saturday, and Sunday, someone else is the shift lead. Regarding MTTR and all those statistics, we can see how many alerts we received, how many alerts we acknowledged this month, and we have a timeline as well. One of the valuable parts of PagerDuty Operations Cloud is that in our team, we can have a competitive environment. For example, if I resolved the most alerts triggered and resolved this month, then someone else can do it next month, and whoever resolves the most critical alerts on time receives appreciation every month.

One feature of PagerDuty Operations Cloud that I find valuable is the on-call schedule. We can manage our on-call scheduling, and we have various alert and notification delivery methods available, including mobile. We can receive phone calls, emails, SMS, and push notifications. For example, if someone missed the notification, they will get a phone call, which is very straightforward. We also have incident automation, making collaboration with any third-party monitoring services we use very straightforward, such as Datadog. We can seamlessly automate things with PagerDuty Operations Cloud. The AI features are also beneficial; for example, noisy alerts that trigger regularly and false positive alerts get suppressed. It checks the past month's alerts, showing us that this alert triggered 60 percent, this alert triggered 20 percent, this alert is rare, and this alert is not rare. The escalation policy is excellent as well, as if I did not pick up the call, my manager will get the call; if my manager did not pick up, then his manager gets the call. These are some of the most valuable parts we use in PagerDuty Operations Cloud.

In Datadog, we have multiple dashboards and monitoring systems where we see our spikes and alerts. When we integrated with PagerDuty Operations Cloud, we got better signal and less noise. When we are seeing a spike that is concurrent, in PagerDuty Operations Cloud, the AI feature already signifies that alert as a noisy alert, and it suppresses that alert. This significantly improves our workflow with both Datadog and PagerDuty Operations Cloud. We have faster response and faster escalation. Previously, in Datadog, we did not get notifications, and people would refresh it and check the spike every hour. Now that we integrated PagerDuty Operations Cloud, any alert triggers, and we quickly get a notification or a phone call. Therefore, we do not sit in front of a computer and refresh repeatedly. Additionally, we have a centralized incident workflow; PagerDuty Operations Cloud and Datadog feed into PagerDuty Operations Cloud incident timeline, so we see everything there. We do not need to open Datadog again and again, and if we need to deep dive into an alert from Datadog, we can click the link inside PagerDuty Operations Cloud, redirecting us to the Datadog dashboard where everything is noted down and visible.

In PagerDuty Operations Cloud, AI suppressing our alerts has helped streamline repetitive tasks. For example, very noisy alerts get suppressed automatically, aiding smarter routing. When we have new joiners in our team, they see alerts already suppressed, allowing them to focus on the critical ones instead of the lower ones. Additionally, alert prioritization is present; we receive critical alerts, high alerts, and then low alerts. The faster prioritization facilitated by AI enhances our alert management processes. Also, the root cause historical pattern assists us; if we get an alert similar to one from last month, it tells us how we resolved that alert previously. Historical patterns using AI greatly aid us in alert management.

I have already used PagerDuty Operations Cloud, and my previous monitoring tools were very poor for alerting. I had a good impression of PagerDuty Operations Cloud, but I believe it can improve with deeper root cause insights. I know there is automation to detect recent deployments causing incidents, but a deeper root cause analysis could provide more details. If PagerDuty Operations Cloud offers more information, we will not need to jump into the main dashboards where the alert triggered. For instance, if we get more insights directly in PagerDuty Operations Cloud, we would not need to check the Datadog dashboard. Additionally, I think a sandbox mode would be helpful for new team members, allowing us to guide them in simulating alerts, performing escalation policies, and creating PagerDuty Operations Cloud channels.

I have been working with PagerDuty Operations Cloud for five years. I worked on two different projects, and in both projects, we use PagerDuty Operations Cloud.

In my previous project, we utilized the flexible incident command system to coordinate large-scale incidents, but in my current project with only Datadog, we have not received many alerts or incidents in the last couple of days.

I do not have direct contact with PagerDuty Operations Cloud tech support or customer service teams, but my senior team members have connected with them when we received an alert related to our team failing to set it up properly. The customer support team promptly gave us insight and helped us within 24 hours.

I am currently working with PagerDuty Operations Cloud. Previously, on my previous project, we were on BigPanda, but we faced multiple issues during BigPanda. At that time, there was no call schedule feature, and there was no alert triggered feature for BigPanda. We then moved it to PagerDuty Operations Cloud, and suddenly everything was smooth. We got a phone app as well; we set up PagerDuty Operations Cloud on the phone as well. Whenever any alert triggered for us, we used to quickly check from our phone to see if it was a false positive, a true P1, P2 alert, a major alert, or a critical alert. We then quickly jump into the alert and work on it. PagerDuty Operations Cloud changed the process and the flow in our team very smoothly.

I found the initial setup of PagerDuty Operations Cloud straightforward; I did not face any complexities during the setup for alerts or during the initial configuration.

Regarding pricing for PagerDuty Operations Cloud, I am currently a software engineer and a senior software engineer, so I do not handle the pricing aspect. However, I hear from my manager that the pricing is very high for PagerDuty Operations Cloud, and only a few of us have the main business tier accounts. Many of us have low tier accounts that restrict us to acknowledging and viewing alerts, while a few have the ability to create and trigger alerts. Therefore, I do not think much about pricing, but I do believe it is somewhat high. However, I think this is valid because PagerDuty Operations Cloud provides a vast amount of benefits compared to other alerting systems.

Regarding the key differences, pros and cons of PagerDuty Operations Cloud compared to competitors, some pros include alert grouping, AI functionality, and the ability to easily integrate with Slack for quicker resolution. Additionally, we receive phone notifications and push notifications, which many of the other competitors do not provide. The pricing of PagerDuty Operations Cloud is also reasonable for the functionalities it offers compared to its competitors. These are some benefits I see in PagerDuty Operations Cloud, including helpful alert insights and direct links to dashboards we have integrated, such as Datadog and Grafana, which allow us to resolve issues quickly.

The recommendation I share, based on my experience with PagerDuty Operations Cloud, is that it is one of the best platforms for synchronizing with your monitoring tools. It will improve your flow, and your team will definitely benefit from PagerDuty Operations Cloud compared to other competitors, as it offers numerous advantages. I give this review a rating of ten out of ten.