2 min

Tags in this article


The enhancements include integrated Runbook automation, AIOps features for managing change, and a new plan for customer service teams.

PagerDuty this week announced new capabilities to help teams manage time sensitive and mission critical work. The new solutions reduce toil, speed up response time with automation, tackle change impacts and identify incidents with AIOps. They also build on existing real-time case management features for customer service operations teams, the company said.

The company made the announcement at their Summit21 event. Along with those announcements, PagerDuty announced two new add-on products, Runbook Actions and a new plan for customer service operations.

“Modern digital operations are critical to an organization’s ability to provide perfect customer experiences,” said Sean Scott, chief product officer at PagerDuty. “Digital operations management is more than just incident response, it’s about empowering teams with automation capabilities that enable the flexibility, visibility and accountability to manage all urgent work across the enterprise. The capabilities we’re announcing today deliver on PagerDuty’s vision to equip teams with full-service ownership.”

Uniting front line agents and engineering teams

Julian Dunn, PagerDuty’s Director of Product Marketing, detailed the new offerings in a blog post. “Our innovations are connected straight through to the customer experience—because that is ultimately what matters,” he wrote. “Highly mature digital operations provide employees with a clear connection to business outcomes, which keeps both external and internal customers productive, efficient, and happy. We call this approach full-service ownership, and it is underpinned by the best practices of DevOps, site reliability engineering (SRE), and agile development.”

Dunn also previewed the PagerDuty App for Salesforce Service Cloud, which he says will be coming soon. This will provide an integrated and native experience in Salesforce Service Cloud, aimed at customer service teams and their stakeholders. The native app provides agents and key stakeholders a direct line of escalation and mobilization for customer-impacting issues, he added. The app will fulfill “PagerDuty’s promise to break down silos between front-line agents and engineering teams,” he added.