/newsroom/state-digital-operations Turn any signal into insight and action. See how PagerDuty Digital Operations Management Platform integrates machine data and human intelligence to improve visibility and agility across organizations.
Check out the latest features we've been working on — from event intelligence, machine learning, response automation, on-call, analytics, integrations, and more.
Digital Operations Management arms organizations with the insights needed to turn data into opportunity across every operational use case, from DevOps, ITOps, Security, Support, and beyond.
Over 200 Integrations
Discover DevOps best practices with our library of webinars, whitepapers, reports, and much more.
Learn best practices and get support help with resources from our award-winning support team.
See how PagerDuty works with our live product demo — twice a week, every week.
Join live and on-demand webinars for product deep dives, industry trends, configuration training, and use case-specific best practices.
Interactive, simple-to-use API and technical documentation enables users to easily try updates and extend PagerDuty.
Engage with users and PagerDuty experts from our global community of 200k+ users. Become a member, connect, and share insights for success.
Get all your PagerDuty-related questions answered by exploring our in-depth support documentation and community forums.
When you hear the words incident management, you may think of IT pros managing backend systems. Customer support teams probably don’t come to mind. But in fact, customer support teams have much to gain from incident ...
PagerDuty helps organizations transform their digital operations. Learn more about PagerDuty's mission and what we do.
Meet our experienced and passionate executive team.
We are risk-taking innovators dedicated to delivering amazing products and delighting customers. Join us and do the best work of your career.
With the PagerDuty Foundation, we are committed to doing our part in giving back to the community.
PagerDuty’s inaugural State of Digital Operations Report shows how IT teams perform against consumer demands; highlights DevOps and monitoring as top practices for supporting digital services
SAN FRANCISCO – April 13, 2017 – PagerDuty, the leader in digital operations management, today announced the findings of its inaugural State of Digital Operations Report, which revealed consumers’ high expectations for digital applications and service performance, and the resulting challenges that can impact an IT organization’s ability to resolve customer-impacting incidents quickly—preserving brand loyalty and revenue. The report’s findings were based on a two-part survey of over 300 IT personnel in development and operations as well as over 300 consumers. Results indicate that although IT professionals (e.g. developers, DevOps and IT operations teams) feel confident in their IT organization’s ability to deliver seamless digital experiences, many organizations still experience frequent operational hurdles that lead to customer-impacting IT incidents and unmet customer expectations. Additional findings pointed to best practices and strategies, such as DevOps, monitoring and other modern development methods and tools for overcoming digital operations challenges.
In the State of Digital Operations survey, digital services were defined as those offered through digital interfaces, such as computers, tablets and smartphones, spanning both professional services, as well as those used for personal reasons. Consumers’ everyday lives are surrounded by digital services—from the way they order groceries to the way they pay bills or coordinate transportation. These services provide a convenient way to complete everyday tasks, and as a result, customers’ expectations for always-on, user-friendly digital experiences have reached new heights. Consequently, IT teams that manage these digital offerings are faced with a number of new operational and technological challenges to deliver on the promise of a seamless digital experience. According to IDC, by 2020, 50 percent of the Global 2000 will see the majority of their business depend on their ability to create digitally enhanced products, services and experiences.1
The Digital Services Expectation Gap
The survey of 300 IT personnel in development and operations found that resolving consumer-impacting incidents takes IT teams approximately double the amount of time consumers are willing to wait for a service that isn’t performing properly:
This expectation gap can not only cost organizations millions of dollars in revenue, but can also seriously impact customer loyalty.
“Consumers’ increasing reliance on digitally-dependent services has caused the roles of development and ITOps to shift, bringing them closer to the front lines of customer experience and more directly tied to the value businesses can deliver their customers,” said Jennifer Tejada, CEO, PagerDuty. “Just minutes of downtime can mean millions lost in revenue, making it more critical than ever to ensure IT teams are well-equipped to handle the complexities of digital businesses with modern development and operations tactics. It’s time to support developers in driving better business outcomes through insights, investment in toolchains and context to empower optimal real-time decisions.”
IT Readiness Perception vs. Reality
The State of Digital Operations survey showed that IT professionals’ perception of their organizations’ readiness to deploy, manage and maintain digital services does not align with the high frequency of consumer-facing IT incidents they currently face:
Solving Digital Disruption Challenges
Many IT professionals are adopting modern development methods and tools to address the challenges of digital operations and consumer expectations:
“As consumer usage of digital services continues to increase and competition among businesses intensifies, the bar for IT performance rises in tandem,” said Tim Armandpour, Senior Vice President of Product Development, PagerDuty. “To prepare for this new reality, it is critical that organizations employ the right digital operations strategies and begin narrowing the gap between IT performance and their customers’ expectations of the digital experience.”
The complete 2017 State of Digital Operations Report is available for download at https://www.pagerduty.com/digital-ops.
1IDC FutureScape: Worldwide IT Industry 2017 Predictions
PagerDuty is the leading digital operations management platform for businesses. Through its SaaS-based platform, PagerDuty empowers developers, DevOps, IT operations and business leaders to prevent and resolve business-impacting incidents for exceptional customer experience. More than 8,000 small, mid-size and enterprise global customers such as NBC Universal, Lululemon, IBM and Panasonic use and trust PagerDuty to maximize their time and increase their business response and efficiency. When revenue and brand reputation depends on customer satisfaction, PagerDuty arms businesses with the insight to proactively manage incidents and events that may impact customers across their IT environment. Headquartered in San Francisco, the company was recently listed in the 2016 Deloitte Technology Fast 500, Inc. 500 and Forbes Cloud 100 lists. Try PagerDuty for free at www.pagerduty.com. Follow our blog and connect with us on Twitter, LinkedIn, YouTube and Facebook.
Kim Gengler, PagerDuty
All product and company names herein may be trademarks of their registered owners.