PagerDuty

This allows for us to know how often we needed to provide support, timing of support, and metrics needed for leadership

This allows for quick views of coverage as well as reporting to leadership

Analytics provides us with details on number of incidents received, time to respond, acknowledgement rate helps us to determine support metrics.

The PagerDuty analytics is one of the lacking areas which isn't heavily relied upon at the company currently. But with the latest updates in the Dashboard and other capabilities, we plan to take a look at it in the future.

We use Pagerduty analytics to know how many issues we are getting for a project/team in a weekly/monthly/yearly basis and at what rate we are decreasing/increasing them and can compare it with similar industry benchmarks which are very helpful in planning and improving our operational excellance.

The reports built help to identify important matrices like MTTA and MTTR and the good thing is we can change the view to see as per Team, service or escalation policy.
A general overview of which services are noisy and produce most incidents is something we can get out of the box, it also gives an option to check INC based on time of the day.
However, need to get functionality so that users can built their own reports based on parameters already present or custom parameters. Also the ability to view the trend in long term is limited. We often get requests to see trend over last 6 months or year and for this use case data needs to be extracted consolidated and visualized externally.

My team does not use PD Analytics.

I dont use the analytics too deeply because they do not show me meaningful information, it is more just showing me statistics of past incidents

I haven't used the analytics but I have taken a look on these and I don't think these analytics are user friendly as compared with OpsGenie.

Our analysis of our alerts is handled by our incident management team and we do not use this feature entirely, we pull incident information from PagerDuty and other locations to do our analysis.

We do not use any of these features

Did not use this function in PD.

This is also a feature we are not currently using. We have explored this and see great benefit for it but it is not something we have put on our roadmap as of now only due to having other items of higher priority. This feature would give us some good data on our alerts and what we can do better.

N/A

Not used as far as I know

We have thousands of disparate applications sending alerts into PagerDuty. Because of the disparate nature of the application alerts, we haven't been able to harness the power of PagerDuty's analytics.

PagerDuty allowed us to bring in data related to incident response times, a data set we relied on for staffing and customer service retention efforts. We also integrated PagerDuty data into our incident management metrics to determine cost of service during failures. We also tied PagerDuty data to Zendesk reason codes to build a picture of where our customers needed emergency help the most.

PagerDuty Analytics is great at filtering, categorizing and analyzing tickers, so our engineering teams can improve their on-call experience. We can use the dashboards to see summaries that allow a one-stop-shop to understand where we are lacking in terms of the customer experience. The pre-built analytics metrics/queries provide us easy access to reliability performance by each incident type without advance set-up. The smart recommendations also give insights on where we can reduce noise and avoid employee fatigue.

Dashboard helps a lot in knowing what kinds of alerts we are getting frequently and how we can work on remediating it

n/a

Analytics can help you identify trends in types or frequency of incidents across different services to offer opportunities for improvement in the long run.

PagerDuty provides prescriptive dashboards and self-service analytics to build alignment across the organization. Analytics also include industry benchmarks, and machine learning to improve operations over time. Pagerduty helps the tracking of time, bugs, product lifecycle which further enable us set the high targets and achieve them. We are able to reduce the number of bugs and release cycle at the same time using Pagerduty.

PagerDuty analytics helps engineering managers to generate on-call reports, incident response reports month on month to predict any upcoming events, gather workload and distribute across team to minimize the fatigue on incident response.

Current implementation has integration with Slack channel which has helped alot during office shift changes. All the involved parties are aware of incident and progress.