Item: PagerDuty
Rating: 9
Author: Ahmed Arslan

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

I'm using PagerDuty as administrator and Manager. Followings are the operations I'm doing.

Create/update/delete the teams.
Create escalations policies.
Create schedule for teams

Business cases:

Incident Management
Alerting management
Page on-call users.
Integrations with 3rd party applications like Slack, AWS, Emails, and Jira.
Configure workflows in 3rd parties for e.g. on-call person schedule for a team in Slack.

Pros and Cons

Pros

Alerting systems that is most useful in incident management.
Integrations with 3rd party tools like Slack
Customizations of schedules.

Cons

Automatic provisioning/deprovisioning. Automatic deprovisioning is not supported by PagerDuty
Integration with Jira is not that customizable as it is with OpsGenie
Reporting can be improved more rather than conventional boards.

Most Important Features

Alerting
Schedules
Teams
Incident management

Return on Investment

Be pro-active on alerts
schedule management so that we get coverage for 24/7
3rd party integrations

Pagerduty availability is really amazing and I have never seen pagerduty being down ever. I don't remember how because I haven't seen PD ever down. Anytime we had the need to pagerduty it was always available.

PagerDuty Integrations

We haven't used all of these integration but we have used a lot of integrations

Slack is one of the example where you can configure the workflow that will allow you to configure a workflow so that you can check the on-call person within a Slack channel, acknowledge, assign, resolved and add notes to incidents in pageduty.
Jira is another example where you can configure it for different projects.

PagerDuty Automated Response

This workflow allows us to create incident right from Slack and we can assign, add notes. start a bridge using this automation.

PagerDuty Analytics

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.

Alternatives Considered

OpsGenie

Pagerduty is user adaptive and an indsutry leader in the incident managment/alerting management.

Key Insights

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?

I wasn't involved with the implementation phase

Would you buy PagerDuty again?

Other Software Used

Slack, Jira Software, The Okta Identity Cloud

Likelihood to Recommend

Scenarios where PagerDuty is well suited:
If you're working on a critical environment which will eventually affect B2C then you need a really strong alerting system so that you can setup alerting and make sure the availability of systems/resources without any interruptions.

Scenarios where PD is appropriate:
When you're working on something research base projects than having a pagerduty is not appropriate.

Comments

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PagerDuty | A guide from Mid Career