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2016: Year-In-Review

2016 has been a great year for PagerDuty, as we’ve had a momentous year of rapid innovation, transformation, and growth. As we take this time to reflect on everything we’ve been through this year, we’d like to share a little bit about what took place in 2016 and how we arrived at where we are today.

Core Platform Integrations

We kicked off 2016 by launching a fresh new website, new product videos, and a new range of product capabilities spanning from event grouping and enrichment, reliable and rich alerting, scheduling and automated escalations, to mobile incident management, real-time collaboration, system and user reporting, and more. We launched multiple capabilities and initiatives to empower IT Ops, DevOps, and development teams with a highly extensible PagerDuty platform and developer API.

When spring approached, the Product team made strides in delivering seamless native integrations with:integrations

Now, with 175+ native integrations, you’d be hard pressed to find a tool in your environment that you can’t integrate with PagerDuty in clicks.

We also shared how to build a chat integration with Cisco Spark and how to create custom flows to connect PagerDuty to more services via Microsoft Flow Templates. We even had some fun with the Pokemon Go app, helping you make sure you were alerted when there was a specific Pokémon nearby via your PagerDuty account!

This year we also delivered Service Groups, a way for users to easily group multiple integrations within PagerDuty that monitor the various layers of their service.

Platform Extensibility

With the release of a new iteration of our API — API v2.0 — we made it easier to test API calls in-line within the documentation library, embed PagerDuty into apps, embed apps into PagerDuty, and create custom integrations to essentially any source with the Custom Events Transformer. We made it easy to extend functionality with our API to get exactly what you want out of your PagerDuty experience. If you can dream it, you can build it!

We also delivered a special class of integrations called  Workflow Extensions and provided a centralized location within the product to easily extend and configure PagerDuty workflows to all your existing tools. The bi-directional workflow extension with Slack is a hugely popular extension that we debuted mid-summer, enabling responders to automate tasks, collaborate in chat channels and share knowledge and files with experts and additional responders to resolve complex incidents faster.

We also made it easy for anyone to immediately reach the on-call team or responder to report incidents in real-time via Live Call Routing, which forwards calls with your existing schedules and escalation policies or appends voicemails to incidents.

We introduced Add-Ons — a way to add functionality to PagerDuty outside of the service, giving you the ability to:

  • Embed live service metrics from Datadog into PagerDuty incidents
  • Pre-configure conference bridge and online meeting details to be able to add to any incident via a simple dropdown via Persistent Conference Bridge
  • Detect conflicts between schedules
  • Pre-configure a view of PagerDuty’s status page
  • Visualize incident density graphs that reveal trends about when incidents are triggered
  • And so much more!

extensionshttps://www.pagerduty.com/wp-content/uploads/2016/12/extensions-300x138.png 300w, https://www.pagerduty.com/wp-content/uploads/2016/12/extensions-768x353.png 768w, https://www.pagerduty.com/wp-content/uploads/2016/12/extensions-250x115.png 250w, https://www.pagerduty.com/wp-content/uploads/2016/12/extensions-180x83.png 180w, https://www.pagerduty.com/wp-content/uploads/2016/12/extensions.png 1600w" sizes="(max-width: 1024px) 100vw, 1024px" />PagerDuty also enhanced Enterprise-Grade Security by joining the highly reputable Cloud Security Alliance (CSA) among AWS, Microsoft Azure, and more. Administrators can leverage fine-grained role-based access control across more objects in PagerDuty than ever before.  

Event Intelligence

When you get woken up in the middle of the night by a critical issue, it can be difficult to comprehend the context and details about incidents when they’re coming from different sources. For this reason, we released the PagerDuty Common Event Format to help normalize events from disparate systems so you can quickly comprehend and resolve issues faster.

To finish off the year strong, we introduced a series of product capabilities aimed towards optimizing event intelligence.

  • Responders can now group related alerts into a single incident object, customize incident titles, leverage bulk actions, and more with Alert Triage.
  • We made it easier to focus on what’s actionable via Suppression — an intelligent event rules engine to facilitate dynamic event management from any system so you can exercise full control over what you want to be notified on. Non-actionable alerts are retained to reveal patterns and leading edge indicators of problems, while actionable alerts can be grouped into incidents that trigger a response.
  • We made huge strides with Operations Command Console and Intelligence Applications (Infrastructure Health, Service Health, Major Incidents, and Responders), providing teams with the full-stack visibility and actionable insights they need to orchestrate better business and technical response to incidents, all in one place.

If you haven’t already, check out the Q4 What’s New with PagerDuty webinar recording where we share a demo of how all these capabilities tie together into an end-to-end workflow.

Response Orchestration

Once you have full-stack visibility into your infrastructure, how do you orchestrate the ideal response and quickly engage responders to work on critical incidents?

We released several important capabilities this year as well that enable powerful end-to-end response workflows in the following ways:

  • Start by having the power to leverage Direct Incident Assignment to exercise full control over who an incident is assigned to.
  • Easily recruit additional experts and responders at scale via the Response Mobilizer.
  • Enable members to quickly jump onto a conference bridge via Response Bridge to facilitate collaboration for faster incident resolution.
  • Response Notes streamline context sharing and enable easier post-mortems by timestamping important details like symptoms, failure details, level of impact to customers, who the incident commander and involved responders are, and what actions have been taken. This timeline is far less noisy than appending the entire chat log throughout the incident.

Farewell to 2016 and Hello to 2017!

PagerDuty has truly matured and transformed its core platform to become more agile and lean, delivering a wealth of capabilities beyond just IT alerting and on-call automation. PagerDuty helps organizations across the world as they modernize their operations and embark on the path of digital transformation. From an incident resolution platform to a true digital operations management platform, we enable full-stack event intelligence, response orchestration, continuous learning and delivery, and facilitate the journey towards improved application, system, and service performance and availability. Better operating systems and services can improve the lives of your operations and development teams and in turn, help them deliver better software and better customer experiences.

We look forward to doing even more to delight our customers in this upcoming year!

Interested in keeping up with the latest features and capabilities from PagerDuty? Register for our What’s New with PagerDuty webinar, a quarterly webinar where our technical experts demonstrate our newest innovations and product capabilities.

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PagerDuty’s operations performance platform helps companies increase reliability. By connecting people, systems and data in a single view, PagerDuty delivers visibility and actionable intelligence across global operations for effective incident resolution management. PagerDuty has over 100 platform partners, and is trusted by Fortune 500 companies and startups alike, including Microsoft, National Instruments, Electronic Arts, Adobe, Rackspace, Etsy, Square and Github.

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