Case Study: SAP achieves faster major incident response with PagerDuty

SAP Revolutionizes Rapid Major Incident Response Processes With PagerDuty

SAP, the market leader in enterprise application software, needed a scalable way to improve major incident response as it moved more customer-facing services to the cloud. Its Global Cloud Services team was dealing with inconsistent tools, processes, and definitions across teams, which made collaboration difficult and slowed response to incidents affecting services like Ariba, Concur, and Fieldglass. SAP adopted PagerDuty to support its enterprise-wide incident management needs.

With PagerDuty, SAP orchestrated major incident response through a common framework that helped teams engage the right people faster and improve communication across stakeholders. The results were strong: initial response and communications times dropped by 30%, resolution times fell by 26% in two months, and the number of responders needed decreased by 25%. PagerDuty also helped SAP reduce the impact and duration of major incidents and improved cross-team ownership and coordination.

SAP

Mitchell Rose

Senior Program Manager