PagerDuty

How PagerDuty integrates with AppDynamics, Micro Focus, ServiceNow, and Splunk

How PagerDuty integrates with AppDynamics, Micro Focus, ServiceNow, and Splunk

At its core, PagerDuty is an incident management platform targeted at people in IT Operations. However, it can be extended and used for more than just alerting, incident escalation, and rostering. 

Using PagerDuty’s machine learning algorithms, you can take alerts from disparate vendors, tools, and sources to reduce noise so incident responders can start working on what’s important to ensure your IT works.

The good news is, PagerDuty integrates with all four of our premier partners at JDS: AppDynamics, Micro Focus, ServiceNow, and Splunk. Some out-of-the-box integrations exist, for a start. However, by accessing our expert integration specialists, you can explore even more functionality and integrations between PagerDuty and your enterprise software.

Here’s an overview of how PagerDuty works with each of our premier partners.

AppDynamics integration

There is an AppDynamics integration for use with PagerDuty. If you already have alerting and health rules setup in AppDynamics, it is simple to extend the alerting using the extension. Learn more.

AppDynamics not only integrates with PagerDuty, the company uses PagerDuty in their IT operations for incident management. See this webpage to learn how AppDynamics use PagerDuty to reduce incident times.

Micro Focus integration

PagerDuty integrates with Micro Focus SiteScope and uses email to send alerts to PagerDuty. By configuring the SiteScope alerts to send information to PagerDuty, you can leverage the powerful machine learning processes to help triage future incidents and reduce time to resolution. See this webpage for details.

ServiceNow integration

There is a bi-directional integration between ServiceNow and PagerDuty. Incidents can be acknowledged, delegated, and resolved in either system. There are a few steps involved in this, but our expert technical consultants can help you set it up properly in your ServiceNow instance. Learn more.

Splunk integration

PagerDuty comes with an out-of-the-box Splunk integration. By installing the PagerDuty Splunk app, you can reduce noise from Splunk alerts by correlating the alerts under one incident. Alert correlation can be done in the fields in Splunk, including component, host, source, or by the search name. See this video for an overview of how to set up this integration.

Try it for free

Haven’t yet tried PagerDuty? Register for a two-week free trial today and we’ll help ensure you embrace all the functionality this excellent major incident response tool has to offer.

Our team on the case

Just do it.

Chris Barbour

Consultant

Length of Time at JDS

2.5 years

Skills

AppDynamics, Splunk, CA UIM, HP VuGen, Web Development, CSS, NodeJS, Java, .NET, SQL

Workplace Passion

Application Performance Monitoring, Infrastructure monitoring, Business Analytics and Dashboarding

Ensure IT works.

Ryan Castles

Consultant

Length of Time at JDS

8 years

Skills

Consulting in application performance management across AppDynamics, CA, HPE and Splunk products.

Workplace Passion

Enabling customers to quickly triage application performance problems and outages.

When you've had enough sleep, an impossible task becomes an interesting challenge.

Jillian Hunter

Support Consultant

Length of Time at JDS

1.5 years

Skills

ServiceNow, HP ALM/QC, Historical fencing.

Workplace Solutions

Supporting both our clients and our own consultants.

Our PagerDuty stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips
5 simple tips for staying healthy on call

5 simple tips for staying healthy on call

Like it or not, 100% availability is the expectation of most customers when accessing web services in 2018. There have never been as many people online as there are now, and people are less patient than ever if there is a delay or disruption in service.

This demand for fast and uninterrupted access means that IT consultants and DevOps engineers are often on call outside of business hours to ensure that any major incident is responded to immediately—even when it happens in the middle of the night.

Being on call is part of life for techies all around the world, but there are potential health and wellbeing issues that go along with this practice that managers and employees should be aware of. Here are a few statistics from the recently released State of IT Work-Life Balance report. We’ll break some of these down more in the tips section below:

  • More than half of IT professionals surveyed experience sleep and/or personal life interruptions...more than 10 times per week.
  • More than 94 percent of IT professionals believe personal life and sleep interruptions impact their work time productivity.
  • Ninety-four percent of IT professionals said the responsibility for the management of always-on digital services impacts their family life—one in four said it was enough to make their job unmanageable at times.
  • Seventy-two percent of IT professionals indicated their managers have little to no visibility in knowing when they are experiencing a difficult on-call period.

One of our technology partners, PagerDuty, specialises in getting the right on-call employees on a major incident at the right time. They have also compiled an open-source collection of resources for IT managers who want to gauge the health and wellbeing of their IT staff, particularly those who do shifts on call.

From their website:

PagerDuty’s Operations Health Management Service is the first industry offering that provides telemetry about the health and well-being of people in ITOps. Business and technical leaders gain a profound understanding of their operations infrastructure and specific recommendations for improvement as seen through the lens of their people’s health. Using this service, enterprises that implement these recommendations can achieve true HybridOps—resulting in happier employees, higher retention rates, and measurably improved digital service delivery.

This is a fantastic resource for IT managers, business managers, and HR managers who want to track and act on data about their employees’ wellbeing and work-life balance. But if you’re an on-call employee yourself, what are some practical steps you can take to improve and maintain good wellbeing?

Here are some of our top tips:

1. Eat a healthy diet

It can be easy to grab fast food instead of cooking when you’re wondering if the phone will ring at any moment, but eating healthy food makes a massive difference in your health and wellbeing. Everybody has a different interpretation of what a healthy diet looks like, but if you try to skip the local drive-through and eat your greens, you are bound to notice a difference.

2. Minimise alcohol and caffeine intake

In addition to eating healthy, don’t forget to stay hydrated. Late-night soft drink, coffee, tea, beer, wine—while enjoyable to drink, too much when you’re on-call can make your shift more painful. Over-indulging can also prevent you from doing your best work in a major incident, so it’s best to keep the water flowing and your head clear, and save the other drinks for your night off.

3. If you’re on call overnight, go to bed early

Everyone dreads that 3 a.m. wake-up call, letting you know there’s a service outage that demands your immediate attention. More than half the people surveyed for the State of IT Work-Life Balance report said their sleep was interrupted more than ten times per week to address an outage or disruption. If you know your sleep is likely to be interrupted, make sure you wind down for the day and turn the lights off early to give yourself the best chance of getting solid rest.

4. Make sure you’re happy with the policies at your company

Before you start an on-call position, find out what the policies are for on-call employees in your company. Being on call is not the same thing as being at your desk. You’ll want to make sure you’re being remunerated appropriately for on-call work, whether that means time in lieu, additional pay, or late starts. You should also be able to make time for your personal life, even when you’re on call, and know where you can draw the line if you’re being asked to do too much. If there are no policies in place, ask your boss or HR manager if you can set boundaries of your own.

5. Provide visibility of your work to your management

Often, when you’re going through a particularly tough period of on-call work, it can be quite isolating. Nearly three-quarters of the IT professionals surveyed indicated their management had little or no visibility of whether they were experiencing a difficult on-call period—and the response from IT managers was much the same.

PagerDuty provides a simple Operations Health Management Service to give IT managers better visibility of the wellbeing of their on-call employees. If you’re interested in implementing this service at your organisation, contact JDS today to find out how we can assist as one of the leading PagerDuty partners in ANZ.

Try it for free

Haven’t yet tried PagerDuty? Register for a two-week free trial today and we’ll help ensure you embrace all the functionality this excellent major incident response tool has to offer.

Our PagerDuty stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips
Improve customer experience with Modern Incident Response

Improve customer experience with Modern Incident Response

Time is the enemy. This could be said for many things in life, but for businesses that are experiencing a disruption or degradation that impacts their ability to operate, every second can feel like a nightmare. When you’re trying to get digital or physical goods in the hands of your customers, experiencing a business-critical IT issue can have significant impacts on your bottom line—not to mention your Service Level Agreements.

Having a modern incident response system in place can turn days of mean time to repair into minutes—that’s PagerDuty’s specialty.

More than ever, organisations need a way to instantly spin up a precise multi-team, business-wide response for any type of incident. When issues requiring real-time action aren’t responded to in an optimal way, it leads to a lack of ownership, prioritisation, and alignment during critical response, where every second counts.

You need a solution that will accelerate the speed of resolution for both unexpected disruptions and opportunities.

By automating the process and effectively orchestrating only the right individuals required for a response, as well as other tasks, teams are empowered to focus on the most meaningful work and minimise errors when it matters most for the business.

PagerDuty incident response notifies the right people in your team immediately so they can quickly assess, triage, and resolve issues when they occur. Implementing this tool with the expert assistance of JDS consultants—who leverage their cross-industry experience to knowledge of ITSM and ITOM—will ensure you meet SLAs and best practice standards for IT management.

But don’t just take our word for it. We partnered with the online betting platform, William Hill, to achieve a 100% availability rate of its online betting services, putting them ahead of the competition in ensuring the highest levels of customer service by preventing downtime. You can read more about that here.

For most organisations, 99.9% availability is adequate, but not for us, we want 100% uptime and that’s why we’ve put PagerDuty at the heart of our digital transformation and cloud migration strategy.
Alan AldersonHead of Infrastructure and Operations, William Hill Australia

With the capabilities of Modern Incident Response delivered from JDS and PagerDuty, IT teams benefit from sophisticated response automation capabilities, integrated triage and ITSM workflows, stakeholder communication, streamlined learning through integrated postmortems, and much more. By identifying and automating best practices, teams eliminate chaos in resolving and preventing future issues, while reducing MTTA by up to 90% and MTTR between 50% and 75%.

Try it for free

To learn more about Modern Incident Response, contact us today. Want to try it out for yourself? Sign up for a free 14-day trial of PagerDuty here! We’ll even talk you through how to set it up so you can make the most out of your two-week trial.

Our PagerDuty stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips
Key risk management tools for IT managers in 2018

Key risk management tools for IT managers in 2018

It’s no secret that technology is advancing at a faster rate now than ever before. While technological advances often enable better functionality and more efficiency, they also bring with them a swathe of risks and challenges for businesses. Implementing good risk management tools in your IT operations is critical to protect your brand and your reputation.

No matter what your organisation does, chances are you rely on effective and functional IT systems to keep the doors open. If their IT systems go down or experience delays, businesses across all industries see significant impacts on their revenue and reputation. Many customers will swear off a business entirely after even one major issue if they know they can get a better service from their competitors.

So, how do organisations keep up with the constantly changing IT landscape? One of the most effective ways to manage risk in technology is by using other technology. To that end, here are some of the key risk management tools for IT managers in 2018.

ServiceNow IT Operations Management

If you have a particularly complex solution stack or a broad range of devices and components, ServiceNow ITOM is designed for your business. Seamlessly integrating with your current ServiceNow instance and configuration management database (CMDB), ITOM gives you a single pane of glass view of how your entire environment is impacted when one system or server has an error. There are three key components of this service that make it a good choice for risk management:

1. Event Management

What if you could see your entire IT environment on one easy-to-read dashboard? Event management cuts down on the noise from your monitoring tools, proactively informs your IT team of any issues with performance, and helps you virtually eliminate outages altogether.

2. Service Mapping

When one device or server goes down, it often impacts a variety of your IT services. With service mapping, you can see how each of your IT components impacts the others and easily identify the root cause of an issue if it occurs.

3. Orchestration

One of the most important things you can do to manage risk in your organisation is to ensure your skilled IT operators are focused on business-critical tasks. Using orchestration, you can automate repetitive, time-consuming processes to resolve common errors, alleviating the burden on your IT team’s time and resources. Find out more about this here.

PagerDuty

PagerDuty is an event notification solution designed for any type of incident response that involves people stepping in to execute a resolution. It integrates with the top development, deployment, monitoring, and ticketing tools to route all alerts to one location, and distribute those alerts to the right individuals—the first time.

PagerDuty uses sophisticated machine learning to orchestrate a coordinated response in real time, which leads to increased operational efficiencies, faster incident resolution, less employee burnout, and less downtime. This solution functions as the single source of truth for incidents and stakeholder management, with detailed reporting and automated post-mortem analysis, making sure you learn from any issues that arise. PagerDuty manages the on-call roster for all operational responses as well as planned maintenance.

Active Robot Monitoring (ARM) with Splunk

This custom-built synthetic monitoring solution from JDS employs scripts that emulate the steps taken by real users engaged with your business services, automatically and according to your preferred schedule. This significantly de-risks new projects, as you are able to accurately predict your user experience with an application or service by simulating any action you want from any location.

ARM allows you to test variables ahead of time and throughout the lifecycle of an IT service, meaning you can always add new scenarios and actions to your scripts to see how your service will perform. Plus, since it all takes place in Splunk and transactions are unlimited, the cost to your business is significantly reduced compared to other synthetic monitoring solutions.

Not sure what's right for you?

JDS specialises in helping organisations analyse their IT environments and determine what solutions will work best for them. We provide independent advice; training and ongoing support; and IT testing, monitoring, and management solutions to businesses across Australia and around the world. If you want to enhance your risk management tools in 2018, give JDS a call and we’ll discuss the best options for your business.

If you want to learn more about orchestration with ServiceNow ITOM, sign up for an on-site workshop in one of our four city locations, and we’ll show you how automation will cut down on outages and free up time for your IT staff.

Conclusion

To find out more about how JDS can help you with risk management in your IT services, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Every day, do something that people want.

Nick Wilton

Consultant

Length of Time at JDS

8.5 years

Skills

Primary: Software security, Performance optimisation

Secondary: DevOps, Software development, Technical sales

Workplace Solutions

I help clients to solve problems like:
  • Is my application secure?
  • How do I manage threats?
  • Will my application perform when I need it to?

Workplace Passion

It’s all about managing risk whilst driving business confidence in technology and software solutions. That’s what I’m passionate about.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Our success stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips
Technology Partners

Technology Partners

JDS has nearly 15 years of experience working with the top technology and enterprise system providers from across the globe. We work with a broad range of leading systems and software, but we have a carefully curated list of technology partners that we come back to again and again.


JDS technology partners

Why choose JDS?

At JDS, our purpose is to ensure your IT systems work wherever, however, and whenever they are needed. Our expert consultants will help you identify current or potential business issues, and then develop customised solutions to suit you.

JDS is different from other providers in the market. We offer 24/7 monitoring capabilities and support throughout the entire application lifecycle. We give your IT Operations team visibility into the health of your IT systems, enabling them to identify and resolve issues quickly.

We are passionate about what we do, working seamlessly with you to ensure you are getting the best possible performance from your environment. All products sold by JDS are backed by our local Tier One support desk, ensuring a stress-free solution for the entire product lifecycle.

Our success stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips
JDS partners with PagerDuty on William Hill digital transformation

JDS partners with PagerDuty on William Hill digital transformation

JDS Australia is excited to announce its new technology partnership with PagerDuty, a leading provider of digital operations management. JDS and PagerDuty are working with the online betting platform, William Hill, to achieve a 100% availability rate of its online betting services, putting them ahead of the competition in ensuring the highest levels of customer service by preventing downtime.


"We see great opportunity for PagerDuty in Australia and are proud to commence a partnership so early on in the company's growth journey here. It's been a privilege to work with the team at William Hill, which has been both visionary and committed to extracting the most out of PagerDuty's technological innovation, and from our localised experience," said John Bearsley, Managing Director of JDS Australia.

With JDS's domain expertise in application monitoring and incident response, we led a competitive evaluation and proof of concept for William Hill earlier this year, showing how PagerDuty could improve their performance and availability while also cutting down on some of their manual processes. JDS worked with William Hill to quickly implement the solution, which was an integral part of the operations team’s visibility and incident response during the spring racing carnival.

"For most organisations, 99.9% availability is adequate, but not for us, we want 100% uptime and that’s why we’ve put PagerDuty at the heart of our digital transformation and cloud migration strategy," said Alan Alderson, Head of Infrastructure and Operations, at William Hill Australia. "Incidents happen, every business knows that, but with PagerDuty as an integral partner in our digital and cloud journey, we have the right technology to preempt and manage how you respond to them. We want to instil exceptional operational efficiency throughout our teams to actively manage business and consumer expectations so we have standardised on the PagerDuty Digital Operations Management Platform."

PagerDuty integrates with all of our key vendor partners—Splunk, ServiceNow, AppDynamics, and Micro Focus—as well as more than 200 other technologies and systems. This makes it a perfect fit for our customers, who often have complex technology stacks that need constant monitoring to ensure consistent performance and availability.

JDS is a technology partner and official reseller of PagerDuty, and we look forward to continuing to work closely with them to demonstrate the technology’s innovative capabilities to a wider range of Australian businesses. If you are interested in PagerDuty, learn more about the technology and our capabilities on the PagerDuty webpage. Alternatively, contact us to find out how it would benefit your business specifically.

About PagerDuty

PagerDuty is the leading digital operations management platform for businesses. Through its SaaS-based platform, PagerDuty empowers developers, DevOps, IT operations and business leaders to prevent and resolve business-impacting incidents for exceptional customer experience. More than 10,000 small, mid-size and enterprise global customers such as Lululemon, IBM and Panasonic use and trust PagerDuty to maximize their time and increase their business response and efficiency. When revenue and brand reputation depends on customer satisfaction, PagerDuty arms businesses with the insight to proactively manage incidents and events that may impact customers across their IT environment. Headquartered in San Francisco, with regional offices in Toronto, Sydney and London, the company was recently listed in the 2016 Deloitte Technology Fast 500, Inc. 500 and Forbes 2017 Cloud 100 lists. Try PagerDuty for free at www.pagerduty.com. Follow our blog and connect with us on Twitter, LinkedIn, YouTube and Facebook. PagerDuty is a registered trademark of PagerDuty, Inc. in the United States.

About JDS Australia

JDS is a market leader in supporting the end-to-end application lifecycle. We have nearly 15 years of experience optimising performance and availability for a wide range of Australian and international businesses, using a variety of industry-leading tools. As attested experts in IT services and support, JDS is the trusted partner of choice for leading Australian organisations.

At JDS, our purpose is to ensure your IT systems work wherever, however, and whenever they are needed. Our expert consultants will help you identify current or potential business issues, and then develop customised solutions to suit you.

JDS is different from other providers in the market. We offer 24/7 monitoring capabilities and support throughout the entire application lifecycle. We give your IT Operations team visibility into the health of your IT systems, enabling them to identify and resolve issues quickly.

We are passionate about what we do, working seamlessly with you to ensure you are getting the best possible performance from your environment.

Our team on the case

Focus. Work hard. Stay positive. It always seems impossible until it’s done.

Daniel Tam

Account Manager

Length of Time at JDS

10 years

Skills

I am an experienced Account Manager, with a strong capability for problem-solving and creating the solutions that best match each customer’s unique requirements. I have a demonstrated technical capability across numerous disciplines, including:

  • Performance testing
  • Application performance monitoring (‘APM’)
  • IT Service Management (ITIL 3 certified)
  • CMDB, automation and orchestration

Workplace Passion

I have a strong passion for understanding our customers’ unique requirements and helping to create solutions that best solve both their technical and business needs.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Posted by Amy Clarke in Case Study, Entertainment, News, PagerDuty
PagerDuty

PagerDuty

Digital Operations Management: Turn signals into real-time insight and action to mobilise teams, resolve disruptions, and deliver high-performing digital services.

START A FREE 14-DAY TRIAL


Integrate machine data with human intelligence

PagerDuty arms organisations with powerful real-time context and automation to accelerate resolution times and delight customers. The PagerDuty platform harnesses digital signals and applies machine learning to get the right data in the hands of the right people at the right time. Teams are empowered to quickly mitigate threats as well as action opportunities.

The digital operations management platform

The PagerDuty Digital Operations Management Platform gives organisations the actionable insights they need to turn data into opportunity across every operational use case—including DevOps, ITOps, Security, Support, and beyond. Resolve and prevent issues, improve customer and employee retention, and gain back time for innovation.

Why PagerDuty?

Connect your data

Connect any tool in minutes with self-service integrations to visualise and action data

Automate events

Make relevant context accessible when it’s needed most with automated escalations and flexible workflows

Empower Agile teams

A team-oriented experience helps teams mobilise fast and understand service impact rapidly

Resolve and prevent issues

Drive response times down to seconds and reduce resolution times to boost productivity

Analyse and learn

Learn from postmortems and gain actionable insights across system and team health

JDS capabilities with PagerDuty

Integration

Setup of the platform and integration with your existing environment is integral to successful deployment of PagerDuty. With JDS experience, your organisation can hit the ground running and build with best practices. More than 200 out-of-the-box integrations in PagerDuty and the support of JDS will help you build custom integrations that ensure your use of PagerDuty is maximised.

Workflow automation

JDS can help your organisation interface and deal with the large volumes of data and eventing as a result of integrating your tools into PagerDuty. The centralisation of data and eventing allows you to define new workflows for event management and incident response, as well as automation where valuable. JDS consultants are skilled in identifying these opportunities and quickly implementing valuable solutions in PagerDuty.

Best practice

PagerDuty incident response notifies the right people in your team immediately so they can quickly assess, triage, and resolve issues when they occur. Implementing this tool with the expert assistance of JDS consultants—who leverage their cross-industry experience to knowledge of ITSM and ITOM—will ensure you meet SLAs and best practice standards for IT management.

DevOps support

JDS applies Continuous Integration and Continuous Delivery principles to software delivery and use this experience to uplift the DevOps capabilities of your organisation. Effective delivery-lifecycle shortening is the primary goal and is achieved with PagerDuty’s positive impact to communication and efficacy of defect/incident management. DevOps teams are also given more opportunity to grow and innovate when application and infrastructure issues are resolved quickly.

Enterprise enhancement

JDS is partnered with AppDynamics (Application Performance Management), Splunk and ServiceNow (IT Service Management). These partnerships will ensure that your journey with PagerDuty is supported by broader, cross-product knowledge and business acumen. JDS consultants come as skilled practitioners in these products and regularly support IT Operations, NOCs, and DevOps teams to improve on organisational agility, performance, and uptime.

Why choose JDS?

JDS is the leading PagerDuty integrator in Australia and a premier partner of AppDynamics, Micro Focus, ServiceNow, and Splunk. We provide local, skilled, and responsive services to support IT projects and operations. Bringing together expert services, the latest technology, and best practices, JDS achieves improved IT outcomes for businesses. We do this by giving independent advice, providing training and ongoing support, and implementing IT testing, monitoring, and management solutions.

Our PagerDuty stories

Posted by Amy Clarke in AppDynamics, Micro Focus, PagerDuty, ServiceNow, Splunk, Tech Tips