Case Study: IBM Cloud achieves faster, automated incident management with PagerDuty and ServiceNow

IBM boosts self-healing incidents to 65% with PagerDuty

IBM Cloud, a division of IBM, faced challenges with its decentralized and manual incident management processes, which led to fragmented procedures and wasted time. To address this, they sought a standardized solution to integrate with their ServiceNow system for automation and improved response. They partnered with vendor PagerDuty to enhance their incident management.

By implementing PagerDuty's integration with ServiceNow, IBM Cloud automated its workflows and enabled real-time incident response. The solution resulted in a dramatic increase in self-healing incidents, from under 10% to 65%, and centralized visibility for nearly 4,000 users. PagerDuty helped significantly reduce resolution times and improve work-life balance for employees.

IBM