There is no shortage of incident management systems available to businesses. Yet not all incident alerting systems are identical. Although some incident management systems may seem better than others at first, it is important for chief information security officers (CISOs) and other C-suite executives to evaluate all available options. That way, these business leaders can select an incident management system that enables a company to avoid downtime, outages and other costly, time-intensive problems.
To better understand the importance of selecting a premium incident management system, let’s consider PagerDuty. The PagerDuty incident management platform is one of the most-popular options for businesses, but it actually may be an inferior choice relative to the competition. In fact, there are many reasons why businesses should look beyond PagerDuty for incident management, and these reasons include:
PagerDuty workflows empower IT teams to escalate incidents triggered by events, such as a change in event status or the passage of a set amount of time. However, PagerDuty does not allow IT teams to manage workflows in JIRA and other issue tracking platforms. And if IT team members cannot stay up to date about an incident, they may struggle to resolve the incident in a timely fashion.
IT teams need an alert monitoring system that streamlines workflows. The ideal incident management system empowers IT team members to send JIRA notifications as soon as an incident occurs. Plus, when an incident is created, IT team members can use this system to open an issue with JIRA. When an incident is assigned, IT team members can leverage this system to update the issue status in JIRA, too. Lastly, when an incident is resolved, IT team members can utilize this system to close the incident in JIRA.
A service-level agreement (SLA) defines the level of service a business is expected to provide to its customers. But PagerDuty – like many comparable incident management systems – does not account for SLAs. Instead, PagerDuty enables IT teams to escalate incidents – and that’s all.
On the other hand, businesses need an incident monitoring system that delivers SLA-based management. This system allows an IT team to define workflow timelines backward or forward from an incident’s SLA-mandated deadline. Furthermore, with this system in place, an IT team can set triggers to send reminders to team members based on the time before an SLA. Or, an IT team can set triggers to notify a manager when an SLA is approaching or after an SLA passes. This enables a business to take control of its service levels and limit the risk of missed SLAs.
PagerDuty provides pre-built templates to help IT teams speed up incident response. Yet the value of these templates is minimal, as they provide limited fields to define the time spent, workaround, cause, classification and other relevant incident information. As such, pre-built templates cannot serve as one-size-fits-all incident management solutions.
Conversely, incident monitoring software is available that offers custom templates. Thanks to a custom template, every incident created from the template will have all of an IT team’s custom fields. IT teams also can use custom templates to define fields that map to JIRA and other external systems, store data from external systems in custom fields and write custom fields. IT teams can even create workflows that evaluate custom fields.
Analytics play a key role in an IT team’s performance. If an IT team can develop key performance indictors (KPIs) and track them regularly, this team can identify its strengths and weaknesses. Then, team members can brainstorm ways to transform weaknesses into strengths.
Additionally, analytics increase IT visibility and accountability. They enable IT teams to evaluate contractors, adjust staffing levels and establish budgets.
PagerDuty provides IT teams with “basic” insights. For businesses that prioritize data-driven decision-making, an incident monitoring system that offers advanced analytics is ideal. A data-driven alert tracking system empowers IT teams with the ability to produce alert trend, alert summary and other timely, relevant reports. By doing so, IT teams can use this system to identify patterns and trends and map out their everyday efforts accordingly. As a result, these teams may be able to limit the impact of incidents or stop incidents from happening.
The Bottom Line on PagerDuty and Other Incident Monitoring Software
PagerDuty is a top choice for incident management, but it is far from perfect. Businesses that look beyond PagerDuty may discover alert tracking software that offers user-friendly workflows, SLA-based management, custom templates and other state-of-the-art capabilities.
By choosing a PagerDuty alternative, a company could help its IT team keep pace with incidents. A company’s IT team can use its alert tracking system to identify and address incidents before they get out of hand. Perhaps best of all, this team can leverage its alert monitoring system to track and resolve incidents faster and more effectively than ever before.