PagerDuty builds upon generative AI capabilities

Author: Simon Rowley

PagerDuty, a global leader in digital operations management, is building upon previous generative AI (genAI) capabilities with PagerDuty Advance, which is embedded across the PagerDuty Operations Cloud platform – including Incident Management, AIOps, Automation and Customer Service Operations customers.

With PagerDuty Advance, organisations can accelerate digital transformation initiatives – from operations centre modernisation to automation standardisation and incident management transformation – elevating their operational excellence. The evolution of PagerDuty Advance empowers responder teams to work faster and smarter by using genAI to surface relevant context or automate at every step of the incident lifecycle.

“Global IT disruption and outages are becoming the new normal due to organisations’ technical debt and a rush to harness the power of generative AI,” says Jeffrey Hausman, Chief Product Development Officer at PagerDuty. “These are contributing factors to a greater number of outages which last longer and are more costly.

“Building upon our genAI offerings, PagerDuty Advance provides customers with generative AI solutions that help them scale teams by surfacing contextual insights and automating time-consuming tasks at every step of the incident lifecycle. Organisations can take the next step in unlocking the full potential of AI and automation across the digital enterprise with the help of PagerDuty.”

PagerDuty Advance includes AI-powered capabilities built to streamline manual work across the incident lifecycle, including:

• PagerDuty Advance Assistant for Slack – A genAI chatbot that provides helpful insight at every step of the incident lifecycle from event to resolution directly from Slack. Using simple prompts, responders can quickly get a summary of the key information about the incident. It can also anticipate common diagnostic questions and suggest troubleshooting steps, resulting in faster resolution.
• PagerDuty Advance for Status Updates – This feature leverages AI to auto-generate an audience-specific status update draft in seconds, offering key insights on events, progress and challenges. It helps to streamline communication while saving cycles on what to say to whom, allowing teams to focus on the real work of resolution.
• PagerDuty Advance for Automation Digest – Part of the Actions Log, this feature summarises the most important results from running automation jobs in one place. Responders can make informed decisions based on diagnostic results and even load the output as key values into variables in Event Orchestration for dynamic automation.
• PagerDuty Advance for Postmortems – Once an incident is resolved, the user can elect to generate a postmortem review, accelerating an otherwise time-consuming task of collecting all available data around the incident at hand (including logs, metrics, and relevant Slack conversations). In addition to highlighting key findings, this AI-generated postmortem includes recommended next steps to prevent future issues and indicates areas of improvement.
• AI Generated Runbooks – AI-generated Runbooks accelerate automation development and deployment even among non-technical teams. Operators and developers can quickly translate plain-English prompts into runbook automations or leverage pre-engineered prompts as a starting point.

Interviews with early access customers revealed that PagerDuty Advance for Status Updates can save up to 15 minutes per responder per incident. Given the average number of responders responsible for status updates in enterprise organisations is five and the monthly average number of incidents is 60, PagerDuty Advance can save at least 75 hours a month; more than nine business days.

Snow Tempest, Research Manager for IT Service Management at IDC, notes, “According to IDC research, customers are looking for AI-enhanced, data-driven IT service and operations practices that reduce resolution times, prevent issues, and improve end user experiences. As digital products and services increasingly drive revenue and operations, organisations can expand their advantage by successfully implementing tools that enable rapid, context-aware response to urgent issues.”

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