PagerDuty announced innovations for the PagerDuty Operations Cloud, strengthening its AI-first platform that enables organizations to build operational resilience and reduce the impact of unplanned outages.

The latest features and enhancements will empower operations teams to 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.

“Most organizations are not fully prepared to tackle major unplanned outages for a myriad of reasons,” said Jeffrey Hausman, chief product development officer at PagerDuty. “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. 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.”

Automation and machine learning (ML) empower teams to predict the scope of impact and drive action to resolve issues before they become outages:

- PagerDuty Advance Assistant for Microsoft Teams: Powerful generative AI capabilities extended to Microsoft Teams to help customers work where they are. PagerDuty Advance provides helpful insight at every step of the incident lifecycle, generating summaries and triage support for faster resolution. Teams can work smarter with AI-powered contextual support from chat in order to respond and recover faster.

- Automation on Alerts: Helps reduce total incident count, easing the load on resource-strapped teams and giving them time back to focus on value-add work. With this enhancement to PagerDuty Event Orchestration, operations teams can configure automation to be triggered at the alert level, helping teams catch issues before they escalate into incidents.

- Global Intelligent Alert Grouping: Accelerate resolution and free up time and resources to build better experiences. Adding to existing functionality that correlates based on textual similarity, PagerDuty’s AI models now offer greater precision by using enhanced pattern recognition to work across services to help teams separate signal from noise.

A new unified chat experience and updates to the PagerDuty Operations Console strengthen response coordination and minimize context switching to allow teams to restore service more efficiently.

Unified Chat Experience and Incident Types Power Guided Remediation: Reduce coordination costs and ensure proper handling of time-critical work when it matters most. Combined with built-in PagerDuty Advance generative AI capabilities, teams can manage an incident from start to finish using dynamic commands to collaborate directly from where they work. Users will be able to reclassify incident types, trigger incident workflows, establish tasks and roles, and reassign incidents across services, without leaving Microsoft Teams or Slack.

With the PagerDuty Advance chat experience, it is estimated that customers can save approximately $490,000 for every 10 engineers responding to an incident.

PagerDuty Operations Console Enhancements: Eliminate unnecessary context switching for faster response and lower total cost of operations. A new timeline tab and alert side panel — featuring key incident and alert details — deliver comprehensive alert visibility and actionable insights through a single dashboard, eliminating the need to find information elsewhere.

Additionally, PagerDuty estimates that customers utilizing the Operations Console could reduce the triage time spent by network operations center responders by 20% by determining the next best action for an incident.

Enhancements to the PagerDuty Operational Maturity Model make it easier to turn learnings from outages into smarter, more efficient planned work for the future. When it comes to outage response, operational maturity is a critical lever in driving better business outcomes. After a cohort analysis to better understand the impact across customers during the July 19 outage, PagerDuty saw more operationally mature companies recovering more quickly and experiencing 60% less business impact than their peers.

Recommendations and Benchmarks: Make tangible progress towards building more resilient operations to protect customer experience and prevent revenue loss. Industry benchmarking helps teams quickly assess how they perform against similar companies, while recommendations identify the most impactful actions to mitigate the risk of operational failures and improve their operational maturity.

PagerDuty Operations Console is now generally available for PagerDuty AIOps customers. Enhancements will be in early access in Q4 of 2024.

Global Intelligent Alert Grouping is currently in early access for PagerDuty AIOps customers and will be generally available in Q4 of 2024.

PagerDuty Advance Assistant for Microsoft Teams is currently in early access for PagerDuty Advance customers and will be generally available in Q4 of 2024.

Operational Maturity Model Recommendations is now generally available for PagerDuty Incident Management customers.

Operational Maturity Model Benchmarks will be in early access for PagerDuty Incident Management and Customer Service Operations customers in Q1 of 2025.

Automation on Alerts will be in early access for PagerDuty AIOps customers in Q1 of 2025.

Unified Chat Experience for Slack and Microsoft Teams will be generally available for PagerDuty Incident Management and Customer Service Operations customers in Q1 of 2025.