OpsGenie - Fast and accurate incident response management.
September 25, 2024

OpsGenie - Fast and accurate incident response management.

Matthew White | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with OpsGenie

OpsGenie is the backbone of a significant incident response program, and each year, it has gone from strength to strength, integrating well with existing systems across the business and bringing together communications into a single pane of glass that tracks outages, issues, and events in real-time, providing a solid audit trail along the way. Incidents are fast-paced, and stopping to organize notes and conversations is time-consuming, slowing the response, creating further risk, and prolonging mitigations. Escalations are key in a crisis, and OpsGenie handles this efficiently, managing the right contacts and bringing people into the conversation as required.

Pros

  • Integrations with existing tools.
  • Fast management of incidents.
  • Audit trails and evidence all in one place.

Cons

  • Scheduling can be a little confusing at times.
  • Colour-coding for each user could be customised.
  • 40% reduction in Mean Time To Resolution.
  • Reduced accidental calls to people on annual leave during an incident.
  • 50% less time spent on aggregating information for reports.
Well-thought-out interface and escalation paths lead to fast response and accurate and detailed incident management. Coupled with integrations into existing tools, this streamlines the process and adds value overall.
We felt that OpsGenie was more intuitive and worked well for our existing toolset and workflow as a business.

Do you think OpsGenie delivers good value for the price?

Yes

Are you happy with OpsGenie's feature set?

Yes

Did OpsGenie live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of OpsGenie go as expected?

Yes

Would you buy OpsGenie again?

Yes

Incident response is well suited to OpsGenie, and this is where it really shines—whether it's an outage, a security incident, or similar. My experience is mostly with security, and it offers a great audit trail. It minimises the need to cut and paste from different platforms when creating reports and ensures that what was said and what was done (along with any evidence) is persisted and reflected in the incident detail.

OpsGenie Feature Ratings

Incident Ticketing System
9
Notification and Escalation
9
Incident Classification
8
Incident Assignment
9
Incident Prioritization
9
Incident Documentation
8
Incident Tracking and Reporting
7
Self-Service Portal
9
Incident Resolution Workflow
9
Integration with Other Monitoring Tools
10

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