Must have On Call Automation!
November 30, 2022

Must have On Call Automation!

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

Overall Satisfaction with PagerDuty

In our organization we use PagerDuty to automate our "On call" rotation for out IT help desk and system administrators. PagerDuty helps us track which individuals are on call and will automatically rotate on call shifts. It also provides us with alerting when any portion of our infrastructure goes down with real time alerts which are integrated into Pager Duty.

Pros

  • Automating On Call Rotation
  • Sending Alerts for outages
  • Manage response times and handles escalations

Cons

  • PagerDuty API has difficulty generates alerts
  • Improve their pricing model
  • Better training on implementation
  • Integrations with other monitoring tools
  • On call management
  • Timely notifications for outages
  • PagerDuty allows us to be alerted when outages occur reducing downtime for crucial infrastructure pieces
  • It allows us to easily organize on call rotations
  • It allows us to monitor a lot of our infrastructure with built in integrations.
Our organization has definitely benefited from this reliability from PagerDuty as we have never encountered an issue where we we have not received an alert when systems go down. In the time that i've used it all of our integrations with PagerDuty have been successful as well and it always functions as expected for those on call.
Our organization has benefited entirely from these pre-built platform integrations as with every new piece of technology we introduce with our environment we ensure that it is PagerDuty compatible, and since PagerDuty has plenty of integrations, we are able to pick from a wide variety of softwares we can use. For instance, our PTRG integration is our lifeline. As most of our infrastructure is managed and monitored by PRTG, PagerDuty plays along nicely with it and generates our alerts for us when systems go down.
In our organization we utilize PagerDuty to manage our on call rotation which is soley responsible for incident response and mitigation. PagerDuty allows us to send alerts in a tiered system which will first alert the first line of help desk technicians of on outage. From there, using PagerDuty software, a technician from their mobile phone can chose to accept the outage or escalate. They can also give the "all-clear" straight from PagerDuty with which will also send the communication out to the rest of business.
PagerDuty analytics allow our organization to be more proactive than reactive on a daily basis. As outages happen PagerDuty Analytics allows us take a deep dive into what the issue actually was and then from there create a root cause analysis from which we can fortify our systems further to prevent outages of the same or even different category.
After evaluating these two products PagerDuty proved to be the best as PagerDuty met all of our organizations requirements when it came to pricing, functionality, and reliability. We liked that PagerDuty came prebuilt with numerous integrations as that helps us grow out our infrastructure. Dynatrace and Datadog were similar in functionality however it seemed difficult to setup and integrate in our environment.

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 best suited for large organizations that are monitoring numerous pieces of infrastructure and its also best suited for large teams who practice an on call rotation. PagerDuty is also best served for teams have a remote work force as it does a good job alerting when outages occur. PagerDuty would not be best suited for small teams managing small environments.

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