Operations | Monitoring | ITSM | DevOps | Cloud

Many teams start with a simple approach to on-call coverage. One person carries the phone this week. Someone else covers next week. Vacation requests are handled through emails, chat messages, or spreadsheets. When someone is unavailable, everyone is expected to remember who is covering. This works for a small team until the first missed alert. Duty scheduling is the foundation of reliable alerting.

For most enterprises, ServiceNow has become the backbone of IT operations, the platform where workflows are governed, compliance is maintained, and every incident, change, and request is tracked from start to finish. If you’re running ServiceNow, you’ve made a serious investment in how your IT operates. PagerDuty is built to make that investment work even harder.

We recently updated our Schedules to better reflect how teams are currently managing their on-call responsibilities. Not everyone is working on weekly shifts or providing 24×7 coverage for all of their services, and that should be easy to schedule in our new tooling. To give you some examples, I’ve gone back through some of the questions we’ve gotten on the PagerDuty Commons over the past couple of years for questions about custom schedules that we weren’t really thinking about.

A year ago, AI coding tools worked alongside developers—suggesting the next line, completing a function, accelerating work that a human was already doing. Today, they’re writing entire modules and services independently, producing code that no human has reviewed line by line, built from components that no single person has fully mapped. And adoption is only accelerating: According to our recent AI Resilience Survey, 84% of organizations are now using AI to write, review, or suggest code.