A great solution to problems you might not know you have

PagerDuty is used as the notification and escalation service across the company for technical issues. Our service operations center uses it to escalate to the on-call engineers based upon team-based schedules. For higher severity issues, it is used to do broad notifications to both technical, business, and leadership roles of an issue. We have personal in multiple areas of the world and have been able to leverage PagerDuty globally.

PagerDuty has been so reliable that we just count on it being there. It allows our organization to never miss a critical alert. It has taken us from a mishmash of manual processes on high severity issues so that the business side was notified to a single workflow that handles all of the responses and escalations automatically.

PagerDuty has many integrations. Our use of PagerDuty has been primarily as an escalation service and we do not use it as our alert console. So we have not taken advantage of many of PagerDuty's integrations. One integration that has been huge to us is the integration with Slack. The Slack integration has allowed us to have channels were people who are not on call can still see what is happening and has happened for services they care about. I can see, at a glance who has been escalated to, whether they responded, and what are the re-occurring issues.

Our organization uses PagerDuty, in part, to broad notification and escalation to multiple technical and business teams during high severity incidents that are customer impacting. That workflow has allowed a single automated process to streamline and simplify the work of the service operations center as they do not have to worry about if someone has responded (PagerDuty handles that) and escalating if they have not (PagerDuty handles that). It gives a console that they can consult at a glance to see that the appropriate parties are all engaged. It allows for even complex high severity incidents that involve many teams to be engaged quickly and effectively.