PagerDuty and AWS Renew Strategic Collaboration to Drive Automation and Operational Resilience with AI-Powered Solutions
PagerDuty, Inc. (NYSE: PD), a global leader in digital operations management, has announced the renewal of its Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS). This renewed partnership will leverage AWS’s advanced generative AI services to enhance the capabilities of the PagerDuty Operations Cloud, empowering organizations to detect, diagnose, and remediate IT operational issues faster and more efficiently than ever before. Building on a collaboration that began over a decade ago, this agreement underscores PagerDuty and AWS’s shared commitment to helping businesses become more automated, operationally resilient, and future-ready.
The Power of the PagerDuty Operations Cloud
At the heart of this collaboration is the PagerDuty Operations Cloud, an AI-first platform designed to automate and orchestrate the entire incident management lifecycle. From detecting disruptive events to mobilizing the right teams for resolution, the platform streamlines workflows and infrastructure across digital operations. In today’s fast-paced digital landscape, where service outages and extended downtime can result in significant revenue loss and reputational damage, the ability to respond quickly and effectively is critical.
By integrating AWS’s cutting-edge generative AI services, such as Amazon Bedrock, Amazon Q Business, and Amazon Bedrock Guardrails, PagerDuty is enabling organizations to adopt AI-powered solutions that enhance their incident management processes. These innovations not only accelerate issue resolution but also empower teams to proactively prevent incidents, ensuring operational resilience and business continuity.
A Decade-Plus Partnership Driving Innovation
The relationship between PagerDuty and AWS dates back to 2013, and over the years, it has grown into a powerful collaboration that serves more than 6,000 joint customers globally. This partnership has consistently delivered value by combining PagerDuty’s expertise in incident management with AWS’s scalable cloud infrastructure and AI capabilities. Key milestones in the partnership include:
- 2013: The collaboration begins, laying the foundation for joint innovation.
- 2022: Integration of Incident Manager, a capability of AWS Systems Manager, with PagerDuty to streamline incident response.
- 2023: PagerDuty receives the prestigious AWS Marketplace Partner of the Year – North America award, recognizing its contributions to customer success.
- 2024: Integration of PagerDuty Advance with Amazon Q Business, Amazon Bedrock, and Amazon Bedrock Guardrails, enabling organizations to safely deploy generative AI into their incident management workflows.
These milestones highlight how PagerDuty and AWS have consistently worked together to deliver innovative solutions that address the evolving needs of businesses across industries.
Empowering Customers with AI and Automation
The renewed SCA focuses on driving operational efficiency and resilience by combining AWS’s advanced generative AI services and security features with PagerDuty’s robust operations platform. This integration benefits organizations across key verticals, including financial services, manufacturing, and travel and hospitality, by providing tools that enhance agility, reliability, and scalability.
One of the standout announcements from AWS re:Invent 2024 was the integration of the Amazon Q index, a feature of Amazon Q Business, into PagerDuty’s platform. This integration enables PagerDuty users to triage and resolve issues faster by leveraging data from multiple sources. As PagerDuty CEO and Chairperson, Jennifer Tejada, explained during the AWS CEO keynote, “The PagerDuty Advance unified user experience, built on Amazon Bedrock and Claude and integrated into Q, means less time lost to incidents and more time for building.”
This statement encapsulates the transformative potential of the renewed collaboration. By reducing the time spent on incident resolution, organizations can focus on innovation, growth, and delivering exceptional customer experiences.
Benefits for Joint Customers
For the more than 6,000 joint PagerDuty and AWS customers, the renewed SCA offers several key advantages:
- Enhanced Incident Management: With AI-powered tools like Amazon Q Business and Amazon Bedrock, organizations can detect and resolve issues faster, minimizing downtime and improving operational efficiency.
- Scalability and Flexibility: PagerDuty’s SaaS solutions, available through AWS Marketplace, provide customers with the flexibility to deploy and manage incident response workflows at scale.
- Future-Proofing Operations: By integrating generative AI and automation into their incident management processes, organizations can stay ahead of emerging challenges and ensure long-term resilience.
- Cross-Industry Applications: The collaboration supports businesses across diverse sectors, from financial institutions managing high-stakes transactions to manufacturers optimizing supply chains and travel companies enhancing customer experiences.
A Shared Vision for the Future
The renewal of the Strategic Collaboration Agreement reflects PagerDuty and AWS’s shared vision of delivering enhanced value and flexibility to customers worldwide. As businesses increasingly rely on digital operations to drive growth and innovation, the need for reliable, AI-driven solutions has never been greater.
By combining PagerDuty’s expertise in incident management with AWS’s leadership in cloud computing and AI, the two companies are empowering organizations to build resilient, future-proof operations. Whether it’s automating routine tasks, predicting potential issues, or streamlining complex workflows, the renewed partnership ensures that customers have access to the tools they need to succeed in today’s dynamic digital environment.
