Incidents are expensive — and only getting more so. In fact, more than 98% of large companies and 47% of small- and medium-size companies say a single hour of downtime costs at least $100,000, according to the 11th annual Hourly Cost of Downtime Survey.

PagerDuty’s Global Event Orchestration is now generally available. Global Event Orchestration’s powerful decision engine enriches events, controls their routing, and triggers self-healing actions based on event data. Teams can use this functionality across any or all services within PagerDuty. This feature is a continued investment in Event Orchestration, demonstrating PagerDuty’s commitment to providing customers with best-in-class automation capabilities.

Site reliability engineering (SRE) is a critical discipline that focuses on ensuring the continuous availability and performance of modern systems and applications. One of the most vital aspects of SRE is incident response, a structured process for identifying, assessing, and resolving system incidents that can lead to downtime, revenue loss, and brand reputation damage.

Automated Incident Management is the process of automating some or all these tasks through various means. Automated incident management can improve incident response time, reduce unnecessary work, such as when an issue is a minimal impact. AlertOps can help automate incident management by creating tickets in help desk systems, filtering and rules, and escalating alerts.

The renowned German manufacturing magazine “Factory Innovation” recently conducted a comprehensive practical test on four leading alarm notification software for industrial manufacturing in their latest issue (01/23). The four alarming systems that were evaluated include: the Alarm Control Center from Alarm IT Factory (a spin-off of Siemens AG), ALERT 4.0 from Micromedia, the Alarm and Information Portal (AIP) from VIDEC, and SIGNL4 from Derdack.

Communication carries more weight than ever before. Businesses are so much more connected to their customers given the number of mediums they can communicate through; Twitter, Instagram, Facebook, and even TikTok. Because of this, it's essential to prioritize these lines of communication throughout your day-to-day. Some might even say that over-communicating is the best way forward. Why? No one likes a company that appears simply like a black box with zero insight into what's happening.

Ready, set, go: when it comes to customer service, it's a race against the clock. Customers expect lightning-fast responses and complete solutions to their problems. But what happens when your help desk can't keep up with the pace? The answer is simple: frustration, dissatisfaction, and potentially lost clients. That's why measuring and improving Time to Resolution (TTR) is crucial. As a customer, there's nothing more irritating than dealing with a slow or ineffective help desk.

The average cost of an IT outage is $12,900—per minute. And when it comes to a “significant outage,” organizations reported the average overall cost was a whopping $1,477,800. On the latest podcast episode of That’s great IT, I spoke with Scott Lee, AVP for infrastructure and ITOps at Arch Mortgage Insurance Company, part of Arch Capital Group, about how organizations can best navigate IT outages.