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PagerDuty Room for Improvement

Darrin Khan - PeerSpot reviewer
Compliance, Security & Testing Manager at a financial services firm with 11-50 employees

Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it.

We have an on-call phone number. However, at the moment, it is routed to a static voicemail. We would actually like to be able to have that phone follow whoever is on-call.

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LS
VP of Engineering at a comms service provider with 201-500 employees

The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this. The solution has not enabled us to go beyond responding to incidents and to start predicting or preventing them.

It would help if they simplified the way you try to get insights or information about instances and to improve your situation regarding the groupings of alerts. 

Even if there are a lot of different functionalities, a lot of prediction abilities in place, it's not really clear what the best practices are for using PagerDuty to get the best out of the platform. The concepts are quite complex, at times, for people to understand. They need a more straightforward way to use the product and get the best out of it. With all the concepts of escalation, services, and the schedule, it gets confusing.

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Buyer's Guide
IT Alerting and Incident Management
June 2022
Find out what your peers are saying about PagerDuty, Everbridge, Atlassian and others in IT Alerting and Incident Management. Updated: June 2022.
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