PagerDuty Operations Cloud Reviews

Name: PagerDuty Operations Cloud
Brand: PagerDuty
Rating: 4.4 (37 reviews)

Vendor: PagerDuty

4.4 out of 5

37 reviews
97% willing to recommend

1,450 followers

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What is PagerDuty Operations Cloud?

The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

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PagerDuty Operations Cloud is the #1 ranked solution in top IT Alerting and Incident Management solutions, #2 ranked solution in top Critical Event Management (CEM) solutions, #13 ranked solution in top AIOps solutions, and #15 ranked solution in top Process Automation solutions. PeerSpot users give PagerDuty Operations Cloud an average rating of 8.8 out of 10. Based on the analysis of the 37 most recent PagerDuty Operations Cloud reviews, the overall sentiment is positive, with a sentiment score of 7.4. (Among the highest in the category). PagerDuty Operations Cloud is most commonly compared to BigPanda: PagerDuty Operations Cloud vs BigPanda. PagerDuty Operations Cloud is popular among the large enterprise segment, accounting for 65% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 21% of all views.

Buyer's Guide

PagerDuty Operations Cloud

November 2024

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Featured reviews

Ashish Paikrao

Cloud Infrastructure Engineer at Pathlock

We were exploring ManageEngine ServiceDesk. So, we need a feature where we can, like, when an alert triggers, we should alert the recipient by on-call. So, when an alert is detected, a ticket is generated in the management team, and we want to notify them on-call. Like, this ticket has been generated and stuff. So, I would like to see a similar feature in this solution. This is why we want an alternative to PagerDuty. We want an alternative to PagerDuty. So we are getting on-call notifications using PagerDuty, but now we want to replace PagerDuty with ManageEngine ServiceDesk. So whenever some incident happens in the cloud infrastructure, we get data alerts from cloud security. We want to integrate a service that will provide us with notifications on-call. That this server is down, or this website is down, or this thing is going wrong. Another area of improvement is integration. It cannot be integrated with our upgraded Jira system. That's why we are dropping PagerDuty. We won't continue using it due to integration issues.

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JeremyEmmett

Sr Director - Global Support APJ at HashiCorp

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.

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Michael Blonsky

Devops manager at a pharma/biotech company with 1,001-5,000 employees

The most valuable features of PagerDuty are customization, access, policies, and different rules regarding the path of escalation. Additionally, it's easy to use and create overrides. For example, if you all are on a call for one week each, but somebody wants to go on PTO, the team needs to swap shifts in PagerDuty. This is easy to do by creating overrides to switch up the set schedules. It's very user-friendly in that aspect. It works well for monitoring and alerting.

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PagerDuty Operations Cloud mindshare

Product category:

As of November 2024, the mindshare of PagerDuty Operations Cloud in the IT Alerting and Incident Management category stands at 29.5%, down from 32.7% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Alerting and Incident Management

Key learnings from peers

Last updated Nov 13, 2024

Valuable Features

PagerDuty Operations Cloud offers features such as automatic routing and escalation of alerts, versatile notification through SMS, phone calls, and a mobile app. It allows easy on-call scheduling and customization, integration with tools like AWS and Jira, alert deduplication, incident management, and real-time updates. Its intuitive interface and API support ensure efficient handling of alerts, making it essential for teams managing priority applications and critical infrastructure. Users appreciate its responsiveness and reliability.

"I'd rate the solution ten out of ten."
"It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person."
"PagerDuty helps you bifurcate teams and redirect alerts to specific teams"

Room for Improvement

PagerDuty Operations Cloud could enhance its voice alert tone, daylight-saving time adjustments, and escalation policy management. Users want more integration with systems like ZenDesk and Slack, customizable notification alerts, and improved UI intuitiveness. Management of on-call teams, incident insights, machine learning implementation, and automatic roster updates need refinement. There is a desire for better noise suppression, event orchestration, integration capabilities, and support accessibility. Users also report difficulties with incident merging, alert grouping, and providing underlying trace file alerts.

"Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in."
"It is difficult to send underlying trace files or statuses using PagerDuty."
"They could include incident merging and alert grouping features in the product."

ROI

PagerDuty Operations Cloud delivers significant benefits. Users report improved efficiency, quicker response times, and reduction in potential customer crises. It enhances accountability and awareness before issues are noticed, ensuring vital operations remain uninterrupted. Notifications aid in maintenance and reduce fatigue among engineers. By consolidating alerts into one system, it saves time and resources. The service proves reliable, removing worries about alert failures and enhancing comfort and performance, providing value beyond just financial returns.

Pricing

Enterprise users find PagerDuty Operations Cloud pricing to be flexible yet potentially high as it scales with user count. Licenses typically cost around $30 per user monthly, with overall monthly costs ranging from $700 to $1,200 for 90 users. While valued for its features, some find it more expensive than alternatives. Pricing plans are tier-based, requiring detailed requirement assessments. Licensing is deemed straightforward, yet without flexibility for various user types or partial access.

"The price is very high."
"The cost is based on the package you select."
"The pricing may be about $1,000 per user."

Popular Use Cases

Organizations primarily use PagerDuty Operations Cloud for managing on-call schedules, critical alerts, and incident management. It integrates with tools like New Relic, Nagios, AWS, and MS Teams to centralize alert routing. The platform ensures round-the-clock coverage for monitoring system errors and critical issues, coordinating responses across global teams. PagerDuty extends its functionality to alert management, escalation procedures, emergency contacts, log aggregation, and filtering false positives, enabling efficient response to any critical situation.

Service and Support

PagerDuty Operations Cloud offers excellent customer service, consistently praised for being responsive and addressing inquiries promptly. Technical support is highly regarded for its efficiency, knowledgeable assistance, and effective resolution of issues. The platform's intuitive nature minimizes the need for frequent assistance, but when contacted, support is thorough and prompt, often with quick and satisfactory responses. Partner-led companies often handle initial support, but PagerDuty team efficiently assists when engaged. Users appreciate the seamless experience facilitated by the support team.

Deployment

Setup of PagerDuty Operations Cloud is described as straightforward and easy. Many found the configuration process manageable and efficient, often completed within minutes or hours. Integration with tools such as Zabbix and SolarWinds was hassle-free, requiring minimal knowledge. Some experienced minor complexities due to additional functionalities or unique requirements, yet users generally rated ease of setup highly. Deployment often involves straightforward integration and basic management, making it suitable for various environments.

Scalability

PagerDuty Operations Cloud is highly scalable, with most users experiencing no issues when integrating it into complex environments. It supports a wide range of users, from small teams to large enterprises, and handles growing infrastructure needs without problems. Some concerns exist regarding cost as a barrier for smaller companies, but flexibility in user addition and integration with platforms like AWS is praised. Effective initial planning is highlighted as essential for successful scaling.

Stability

Users report no stability challenges with PagerDuty Operations Cloud. They highlight consistent performance, noting rare instances like delayed alerts, which PagerDuty addresses promptly. Most encounter no disruptions, affirming the platform's reliability. Notifications are typically uninterrupted, and any downtime is minimal and non-impactful. Communication from PagerDuty during incidents maintains transparency. Users appreciate seamless maintenance management and time-saving features, emphasizing its importance for time-sensitive operations. The platform's reliability rates highly, fulfilling user stability expectations consistently.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our PagerDuty Operations Cloud Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

21%

Financial Services Firm

14%

Manufacturing Company

Retailer

Healthcare Company

Government

Media Company

Educational Organization

Insurance Company

University

Energy/Utilities Company

Transportation Company

Real Estate/Law Firm

Comms Service Provider

Legal Firm

Non Profit

Construction Company

Recreational Facilities/Services Company

Logistics Company

Performing Arts

Wholesaler/Distributor

Hospitality Company

Outsourcing Company

Consumer Goods Company

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PagerDuty Features

PagerDuty has many valuable key features. Some of the most useful ones include:

650+ integrations
Alerting
Native apps with push notifications
On-call duty scheduling
Automatic escalation of alerts
Reliable, distributed architecture
Incident reporting
Real-time monitoring
Network analysis
Issue tracking
Access controls/permissions
Service Level Agreement (SLA) management

PagerDuty Benefits

There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.

Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.

Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.

Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.

CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."

A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”