PagerDuty, the expert in digital operations management, has announced the launch of new capabilities and upgrades for its PagerDuty Operations Cloud. These enhancements, aimed at improving operational efficiency, are now available to customers across Australia, New Zealand, and the Asia Pacific region. The move comes in response to the increasing disruptions businesses in these areas have faced, with the aim of mitigating risk through improved incident management practices.
The newly introduced capabilities are designed for enterprises that are modernising their operations centres, standardising automation practices, transforming incident management, and automating remote-location operations. By incorporating AI and automation, the updated Operations Cloud allows teams to anticipate, identify, and resolve operational issues more swiftly.
The cloud platform integrates Incident Management, AIOps, Automation, Customer Service Operations, and PagerDuty Copilot into a more user-friendly and flexible platform. Enhanced by APIs that enable integration with multiple technology stacks, it is tailored for mission-critical, time-sensitive IT, DevOps, security, and business operations.
"To remain competitive, companies must innovate rapidly and deliver an always-on, immediate digital experience that consumers expect," said Jeffrey Hausman, Chief Product Development Officer at PagerDuty. "The PagerDuty Operations Cloud makes it easy for business and IT leaders to address complex, cross-functional processes of enterprise operations, freeing up time to focus on critical work that drives their business."
The platform employs generative AI to boost productivity and reduce operating costs. The PagerDuty Copilot, a generative AI assistant currently in early access, augments operations teams by managing mission-critical work faster and more effectively. It interprets automated diagnostics, provides incident context, drafts status updates, and generates post-incident review drafts within seconds.
The PagerDuty Operations Console, another key feature now in early access, offers a customisable dashboard for modern operations centres and ITOps teams. It provides a unified view of operational health, enabling swift issue triage and minimising business impact. By surfacing key insights and recommended actions, the console helps predict and mitigate future incidents.
PagerDuty also aims to standardise automation across businesses with its enhanced automation tools. PagerDuty Workflow Automation allows both developers and non-developers to automate complex and manual processes, reducing risks associated with human error and improving operational efficiencies. The new capabilities in PagerDuty Runbook Automation enable organisations to deploy and manage automation at scale, with project-based runner management also available in early access.
The company has also introduced integrated incident management solutions. By uniting its incident management product with Jeli's post-incident review capabilities, PagerDuty offers end-to-end workflows for incident remediation and improvement. This standardises processes and uses automated workflows to learn and enhance resilience over time.
Stephen Elliot, Group Vice President at IDC, highlighted the importance of speed and resiliency. "As organisations scale, they need to implement automation into their operations to continue delivering uninterrupted, consumer-grade digital experiences," he said.
Key features such as the PagerDuty Operations Console, Workflow Automation, Runbook Automation's project-based runner management, and PagerDuty Copilot are currently accessible in early access, with general availability planned for Q3 of 2024. The enterprise plan for PagerDuty Incident Management, including Jeli Post-Incident Reviews, is already generally available.
