Case Study: Change Healthcare achieves faster incident resolution and improved reliability with PagerDuty

Change Healthcare Automates Diagnosis, Triage & Resolution with PagerDuty

Change Healthcare, a healthcare technology provider behind the cloud-based Stratus Imaging platform, needed to maintain four-nines availability for mission-critical services while dealing with high alert volumes, complex microservice dependencies, and slow manual incident triage. Manual diagnostic steps were consuming up to half of incident duration, increasing MTTR and making it harder to meet strict SLA and compliance requirements.

Change Healthcare implemented PagerDuty and PagerDuty Process Automation to centralize incident response, reduce alert noise, add service-context with Service Graph, and automate diagnostic and remediation runbooks across systems. As a result, PagerDuty helped Change Healthcare improve application reliability, reduce overall MTTR, speed triage and resolution, and simplify compliance documentation while supporting HITRUST, SOC 2 Type 2, HIPAA, and FDA-related requirements.

Change Healthcare

Rusty Boguslavsky

Vice President, Cloud Infrastructure and Operations