PagerDuty and AWS Redefine Intelligent Operations

In today’s always-on digital world, the difference between a minor hiccup and a major outage often comes down to how quickly and intelligently teams can respond. That’s why the partnership between PagerDuty and Amazon Web Services (AWS) is such a game changer for enterprise operations. We sat down with Oliver Myers, who leads global go-to-market for Amazon Q Business applications, to talk about how our collaboration is helping customers move from reactive troubleshooting to proactive, data-driven management.

Unlocking the Power of Data with Amazon Q Index

At the heart of this partnership is the Amazon Q index, a new capability launched at AWS re:Invent 2024. As Oliver explains, “The Amazon Q index…reimagines productivity by allowing independent software vendors to access data within Amazon Q business applications supported from 40+ different data connectors to augment and supercharge their applications with data from across the enterprise-wide data estate.”

For PagerDuty customers, this means that when an incident occurs, responders aren’t just limited to the data within PagerDuty itself. They can now tap into a rich ecosystem of information from tools like Confluence, Jira, GitHub, and more—all in one place. “End users of PagerDuty Advance can get to root cause issues quicker, and solve downtime much faster, which saves an incredible amount of dollars and cents for enterprises,” Oliver notes.

Secure, Seamless Data Integration

Security and precision are top priorities when it comes to integrating third-party data. AWS’s “data accessor” model ensures that only verified partners like PagerDuty can access customer data—and only with explicit permission. “Amazon Q business applications users can grant access to retrieve information from the Amazon Q business applications,” Oliver explains. “Now when those same users use PagerDuty Advance and ask questions about downtime or runbooks, they’re not only going to get information from PagerDuty…but also from those information sources like Confluence and Jira and GitHub. So it’s brought into one central location, which is PagerDuty, allowing them to work more efficiently.”

Generative AI: The Next Frontier in Incident Management

The partnership is about more than just data—it’s about what you can do with it. PagerDuty Advance is built on Amazon Bedrock, a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies through a single API. . This means that incident responders can leverage large language models to get instant answers, summaries, and recommendations, all powered by the latest in AI technology.

“Data is the key to being efficient with Gen AI,” Oliver says. “And now, we are now complementing PagerDuty Advance with a multitude of data sources that make the product work better, on top of driving efficiencies for the end user.”

From Reactive to Proactive Operations

Perhaps the most exciting outcome of this partnership is the shift from reactive to proactive operations. With access to historical data and context-rich insights, teams can anticipate issues before they escalate. “The Amazon Q index enables PagerDuty to access and integrate enterprise-wide data through over 40 different data connectors, enhancing their applications with comprehensive business information” Oliver explains. This integration allows PagerDuty Advance users to leverage a broader knowledge base that includes information from various enterprise data sources, leading to more informed and efficient incident response capabilities.  Through this enhanced data access, users can get faster root cause analysis and reduce downtime, resulting in significant cost savings for enterprises. 

A Partnership Built on People and Innovation

While the technology is impressive, Oliver is quick to point out that the partnership’s success is also about the people behind it. “One of my favorite things about PagerDuty is the people. I’ve been able to interact and partner with stakeholders across PagerDuty and it’s been a fantastic experience. They’re very customer-centric in trying to solve those issues for those IT response professionals in a really scalable way.”

Key Takeaways

• Amazon Q index brings together data from 40+ enterprise sources, making it available within PagerDuty Advance for faster, smarter incident response.
• Security-first integration ensures only verified partners like PagerDuty can access customer data, and only with explicit permission.
• Generative AI via Amazon Bedrock powers instant answers, summaries, and recommendations, helping teams resolve incidents faster.
• Proactive operations are now possible, with PagerDuty Advance able to surface historical context and help teams prepare for future incidents.
• A people-first partnership: Both AWS and PagerDuty are committed to customer success and innovation.

See how PagerDuty and AWS can help your team move faster and smarter, start a free PagerDuty trial now.