PagerDuty Advance launched to tackle rising digital incidents

PagerDuty has unveiled its new suite of generative AI capabilities, PagerDuty Advance. This suite aims to enhance incident management, operations, and customer service through AI-driven innovations. This development is a significant response to the increasing frequency and cost of digital incidents in the Asia Pacific region, particularly after last month's widespread IT outage.

According to recent research by PagerDuty, digital incidents in Australia have surged by 41% in the past year, with each incident costing organisations more than AUD $1 million. The new suite aims to mitigate these risks by providing tools that streamline manual tasks and improve response efficiency.

PagerDuty Advance encompasses five key features designed to support incident lifecycle management and automation, including:

1. PagerDuty Advance Assistant for Slack: This AI-powered assistant provides insights and summaries directly within Slack, helping responders quickly access key information about incidents and suggesting troubleshooting steps.

2. PagerDuty Advance for Status Updates: This feature uses AI to generate audience-specific status updates quickly and aids in communication by offering key insights on events, progress, and challenges.

3. PagerDuty Advance for Automation Digest: This summarises the most critical results from automation jobs, enabling responders to make informed decisions based on diagnostics.

4. PagerDuty Advance for Postmortems: Post-incident, this tool generates a comprehensive review, collating logs, metrics, and Slack conversations to highlight key findings and recommend future preventive measures.

5. AI-Generated Runbooks: This feature translates plain-English prompts into automated runbooks, allowing even non-technical teams to develop and deploy automation quickly.

Jeffrey Hausman, Chief Product Development Officer at PagerDuty, said, "Global IT disruption and outages are becoming the new normal due to organisations' technical debt and a rush to harness generative AI. Building upon our genAI offerings, PagerDuty Advance provides customers with generative AI solutions that help them scale teams by surfacing contextual insights and automating time-consuming tasks at every step of the incident lifecycle."

Hausman added that the new suite would enable organisations to unlock the full potential of AI and automation, facilitating accelerated digital transformation and operational excellence.

Research Manager for IT Service Management at IDC, Snow Tempest, highlighted the importance of AI-enhanced, data-driven practices. "As digital products and services increasingly drive revenue and operations, organisations can expand their advantage by successfully implementing tools that enable rapid, context-aware responses to urgent issues," she said.

The launch of PagerDuty Advance follows a series of international events, including PagerDuty On Tour in Sydney and Tokyo. The new features' initial availability includes PagerDuty Advance Assistant for Slack, PagerDuty Advance for Status Updates, and PagerDuty Advance for Automation Digest in the U.S. and EU service regions. Features like PagerDuty Advance for Postmortems and AI-Generated Runbooks are currently in early access in the U.S. service region.