Customer-impacting outages and cyberattacks are no longer rare events—they’re recurring threats that severely impact profits and erode consumer trust. In this volatile digital environment, PagerDuty has positioned itself as a critical force in maintaining business continuity. Its cutting-edge digital operations management platform empowers organisations to anticipate disruptions, respond swiftly, and minimize downtime.
The Cost of Downtime in 2024
The year 2024 marked a turning point where “disruption” became synonymous with operational chaos across industries including airlines, banking, retail, and healthcare. High-profile outages triggered extensive financial losses and shattered customer confidence.
According to PagerDuty’s Automation Downtime Research:
- There was a 41% increase in customer-facing software incidents.
- 71% of Australian IT leaders reported waning customer confidence.
- Average downtime lasted 148 minutes, costing $7,011 per minute—over $1 million per incident.
These figures highlight the urgent need for proactive, automated incident management solutions.
A Platform Evolved for Modern Digital Operations
Over 16 years, PagerDuty has evolved from a single alerting tool into a robust, enterprise-grade Operations Cloud. It supports the entire incident lifecycle—alerting, response, analysis, and continuous improvement.
“We help organisations effectively handle unplanned, mission-critical work,” says Natalie Fair, Regional VP for Asia Pacific and Japan.
The platform’s AI-driven tools and real-time collaboration features enable teams to act swiftly, with enhanced visibility and control during crises.
Real-Time Collaboration Meets Automation
PagerDuty’s strength lies in unifying operations across IT, engineering, and customer support. Through AI and machine learning, the platform detects anomalies early, recommends solutions, and in some cases, automates response actions to prevent escalation.
“Any service disruption is a race against time,” Fair notes. “Our platform enables decisive action, reducing resolution times significantly.”
Post-incident, teams receive prescriptive analytics and insights to prevent recurrence, boosting resilience and operational maturity.
People Behind the Platform
While technology is core, PagerDuty differentiates itself through its customer-first, human-centric approach. Its local experts offer tailored support, training, and strategic guidance—partnering with clients every step of the way.
“We bring deep technical knowledge and a relentless focus on customer success,” Fair emphasizes
Proven Results: Specsavers & Zendesk
Specsavers automated over 120,000 monthly tasks using PagerDuty, saving 225 days of manual effort—equivalent to 30 full-time employees—and cut training time for new hires by 75%.
Zendesk used PagerDuty’s Jeli tool to slash post-incident analysis time by 80%, from 5–6 hours to 90 minutes, enabling faster insights and enhanced team engagement.
AI + AIOps: Predictive, Not Reactiv
When a global software malfunction in July caused over US$10 billion in losses, PagerDuty’s operationally mature clients identified and responded to issues hours in advance, reducing their business impact by 60%.
The backbone of this capability is PagerDuty’s AIOps engine, which:
- Filters noise from millions of data points
- Identifies critical incidents
- Suggests or automates response workflows
This ensures rapid, precise, and often autonomous incident resolution.
Navigating the Regulatory Future
As governments tighten their grip on digital infrastructure, regulatory resilience is a growing priority. Australia’s APRA will enforce strict compliance rules from July 2025, echoing frameworks already active in markets like Singapore.
“APRA’s guidelines are a clear signal: digital resilience is non-negotiable,” says Fair
PagerDuty’s always-on architecture and compliance-ready tools ensure organisations are prepared—not just technically, but legally—for evolving demands.
A Trusted Ally in a Complex World
From instant alerts to automated responses and post-mortem analysis, PagerDuty is redefining what it means to manage digital operations. With a balanced focus on technology, people, and process, the platform empowers businesses to navigate uncertainty with confidence.
As digital threats grow in scope and complexity, PagerDuty remains a reliable partner in the mission to reduce downtime, build trust, and stay always-on.
