Operations | Monitoring | ITSM | DevOps | Cloud

This blog was co-authored by Justyn Roberts, Senior Solutions Consultant, PagerDuty Automation has become an integral piece in business practices of the modern organization. Oftentimes when folks hear “automation,” they think of it as a means to remove the manual aspect of the work and speed up the process; however, what lacks the spotlight is the value and return automation can offer to an organization, a team, or even just one specific process.

Continuing our series on 2023 learnings from APAC, it’s increasingly evident that incidents in organisations are not a matter of ‘if’ but ‘when,’ regardless of their size or industry. Recently, the APAC region has been witnessing regulatory bodies taking stricter actions against major companies for subpar services, leading to substantial penalties.

Being on-call isn’t likely to be the most enjoyable aspect of a job. In fact, there might be a certain level of stress and fear around engineering teams about going on call: maybe the page will be missed, or maybe a page will come in at 2am and require troubleshooting a production issue for hours.

We’ve posted a bit about the ambiguity around MTTR before, but we want to get deeper into the confusion and maybe false sense of security our reliance on MTTR causes, from both a qualitative and quantitative standpoint.

Throughout 2023, one thing has become abundantly clear: regardless of an organization’s size or industry, incidents are inevitable. Recently across the APAC region, we’ve seen numerous regulatory bodies clamp down on large companies who are failing to provide acceptable service, with some handing out quite severe penalties. For many, the cost of an incident is no longer just lost revenue and customer trust, but financial penalties and business restrictions.