News: PagerDuty Launches Industry-First Offering Focusing on People and Services Health Management in an Always-On Digital World

SYDNEY – February 8, 2018 – PagerDuty, the global leader in Digital Operations Management, today announced Operations Health Management Service (OHMS), a new analytics-driven managed service focused on empowering organisations to measurably improve their operations by prioritising the health of their employees. As a part of PagerDuty’s comprehensive portfolio of analytic capabilities, OHMS generates actionable human factor telemetry and industry peer benchmarks, combined with an expert service advisory practice, to empower businesses to evaluate and enhance the work-life balance of employees tasked with developing, maintaining and supporting digital services.

 

Historically, employees’ operations health telemetry has never been available as metrics captured by organisations. Businesses have also never had tools at their disposal to analyse the human operations data, much less be warned about any impending employee shift in satisfaction or resignation. Leveraging OHMS, business leaders can proactively manage the health and well-being of their employees using the Operations Health Scores. Doing so results in improved employee retention, reduced costs for recruiting and training talent, and enhanced service delivery and customer satisfaction.

 

According to PagerDuty’s Global State of IT Work-Life Balance Report, over half of IT professionals experience sleep and/or personal life interruptions more than 10 times per week as a result of digital service disruptions or outages. These frequent interruptions often lead to sleep deprivation, heightened levels of frustration, and an inability to work effectively. If not addressed in a timely manner, these pain points can create operational inefficiencies, and even cause top talent to leave an organisation in search of a better work environment––both of which can severely impact the customer experience and the bottom line.

 

With the cost of replacing just one skilled IT professional reaching $300,000, it is critical that companies find ways to prioritise HumanOps. PagerDuty OHMS effectively does this by analysing the data of people’s health with the notification data flowing through an organisation. Through the OHMS offering, businesses gain insights around organisational improvements and processes to fix the services causing degradations in health. Key features include:

 

• Data-driven health scores: Using a total of 15 health indicators such as frequency of sleep interruptions and time-of-day notifications, the OHMS health score algorithm assigns a score of 0 to 100 for each employee, team, and service by day, week, month, and year. The OHMS Operations Health Score provides a measure of organisational health,: empowering businesses to analyse operational maturity and show progress towards departmental and corporate goals.

 

• Industry and peer benchmarking: PagerDuty has collected anonymised performance data over the last several years across 53 industry verticals, providing businesses with a frame of reference to evaluate their operations health.

 

• Operations optimisation: OHMS diagnoses the sources of health degradation, and recommends tailored solutions that can include process improvements, enabling specific PagerDuty features, updating workflows to follow best practices, and identifying and fixing services causing disruptions.

 

Supporting Quotes

 

• “For the first time in the history of IT Operations, IT leaders now have a service that gives them visibility into the key health indicators that affect employee engagement, well-being, and operational efficiency,” said Ophir Ronen, Head of Digital Operations Insights at PagerDuty. “Humanising operations encourages businesses to prioritise employee retention while ensuring business continuity and success.”

To learn more about how PagerDuty is expanding to meet global demand for Digital Operations Management, visit https://www.pagerduty.com