PagerDuty review from an IT admin in the Medical field
July 16, 2020

PagerDuty review from an IT admin in the Medical field

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

Overall Satisfaction with PagerDuty

We use PagerDuty throughout our IT Department. It was originally used to replace a spreadsheet that we used to keep track of who was on call from which IT team. It is essential that we are able to contact our OnCall personnel 24/7.

Pros

  • Integration with ServiceNow was easy to set up and works well..
  • We are able to track when pages go out and when users acknowledge pages quickly.
  • The API has provided an abundant of options when retrieving specific data.
  • The support from our representative has been great. They not only inform us of additional functionality that has costs, but are also happy to show us how to use the current functionality to the best of its ability.

Cons

  • Easier auditing for my boss would be helpful.
  • The biggest impact that PagerDuty has had on our business is to lower our MTTR by enabling use to get the right people engaged as quickly as possible.
While PagerDuty is very reliable, there have been times when pages have been delayed. During those times PagerDuty has been very upfront and provided constant communication. In addition all issues have been resolved quickly.
We currently use the integration with ServiceNow. It was simple to set up, only required a minimal upfront investment. This has turned out to save hundreds of hours of work by enabling us to automatically page out on issues and track between tickets, pages and notes. Additionally multiple teams have taken advantage of the API to provide team calendars on multiple different platforms. We are currently looking into Jira integration as well. This has been showing a lot of promise.
We do not currently use automated incident response, but we are looking into it.
We do not use this.
While both products showed promise, ultimately PagerDuty had a proven track record that spoke to us.
From customer service, sales rep and technical reps, we have always had an excellent experience with PagerDuty.

Do you think PagerDuty delivers good value for the price?

Yes

Are you happy with PagerDuty's feature set?

Yes

Did PagerDuty live up to sales and marketing promises?

Yes

Did implementation of PagerDuty go as expected?

Yes

Would you buy PagerDuty again?

Yes

PagerDuty is well suited to keep team schedules. Once they are set up there is no reason to have to perform additional administration, with the exception of Overrides which are easy to do from the website, or the smartphone application.

It can and does reduce the MTTR for incidents. Allowing for individual page outs, or multiple teams to be paged at one time.

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