PagerDuty saves you time and money

We started looking for a monitoring / alerting tool as the tool we were using was getting too expensive and licenses agreement was expiring. PagerDuty was rolled out for some teams primarily to create and alert the operations teams for application and infrastructure related issues. Using PagerDuty not only did we implement the existing monitoring as is, but a lot of tasks were automated. PagerDuty also helped us removed the dependency of monitoring team as the monitoring and callback feature was available in PagerDuty as IVR. This decision not only saved us some money, but we also reduced the Incident response time by 50%. Soon we updated to the premium license which included additional AI features and now we are utilizing even more features and integrations supported by PagerDuty.

The last thing any team wants is the monitoring fails and team only notices the issues after multiple customer complaints. Fortunately, I have never seen PagerDuty down and alerts are not triggered or we are not able to use the tool to further process information to Level 3 teams.
We are extensively using PagerDuty to keeps our system up and running with minimum disruption to services which helped us to onboard new customers for our products.

We have integrated PagerDuty to Instana, Splunk, emails to enable the information to flow into PagerDuty. Since many northbound integrations are available, we can use many sources of information to identify where is the issue.
Jenkins integrations allow us to monitor recent and relevant changes.
MS team and Slack integration allow us to reach to other team members and investigate the issue further if required or even just to keep everyone informed of the recent issues.

Using event rules to filter and correctly align incoming alerts and assign to correct service impacted.
Slack and MS teams integrations enables different teams and team members to align and resolve the issue together.
Runbook automations are then used to inform the stakeholders and teams involved on the ongoing issues and provide timely updates.

The reports built help to identify important matrices like MTTA and MTTR and the good thing is we can change the view to see as per Team, service or escalation policy.
A general overview of which services are noisy and produce most incidents is something we can get out of the box, it also gives an option to check INC based on time of the day.
However, need to get functionality so that users can built their own reports based on parameters already present or custom parameters. Also the ability to view the trend in long term is limited. We often get requests to see trend over last 6 months or year and for this use case data needs to be extracted consolidated and visualized externally.