PagerDuty Operations Cloud pros and cons

4.4 out of 5

36 reviews
97% willing to recommend

1,450 followers

Pros & Cons summary

PagerDuty Operations Cloud enhances alert management by escalating unanswered notifications according to predefined schedules, ensuring important alerts are addressed promptly. It features flexible scheduling and customizable escalation paths. Immediate alerts enable quick response times to critical incidents, minimizing disruptions. Integration with various DevOps tools streamlines workflows. Efficient team organization directs alerts to specific teams. Improvements are needed in scheduling, analytics, and noise suppression. Webhooks require incident merging and alert grouping features.

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Prominent pros & cons

PROS

PagerDuty Operations Cloud automatically escalates alerts if the initial on-call responder does not notice or respond to them.

Provides flexibility in scheduling, allowing easy overrides and shift swaps which are useful for handling personal time off and varying shift requirements.

Enhances team visibility of alerts, reducing unnecessary notifications or "white noise" and managing them more effectively during off-hours.

Offers robust integration capabilities with a variety of DevOps tools, enhancing operational efficiency.

Supports comprehensive incident workflow management, aiding in the quick and effective response to operational issues.

CONS

There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule. It would be better to be able to edit the schedule and place team members where desired, or at least have that option in addition to the automatic process.

The roster management needs enhancement for easier reassignment in case an engineer goes on leave. Currently, one has to manually update each roster individually without an automatic fill-in feature when a person is removed.

The biggest area for improvement with PagerDuty is noise suppression. There have been incidents where one incident may lead to 30 to 50 pages because each thing monitored triggers an individual page. The ability to set up paging tiers and group correlations between different pages is necessary.

PagerDuty's event orchestration could be improved by enhancing features such as condition setup inside the orchestration.

PagerDuty does not code all alerts correctly, resulting in false positives or multiple alerts for the same issue.

PagerDuty Operations Cloud Pros review quotes

Darrin Khan

Compliance, Security & Testing Manager at a financial services firm with 11-50 employees

Oct 8, 2020

It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise.