With the ability to add more than one integration per service, PagerDuty enables you to model your services as they actually exist within your infrastructure. Benefits include:
- The ability to drive more clarity and accountability by aligning services with component ownership so that alerts are not just from siloed tools
- Creating a single, consolidated service dashboard in PagerDuty for each of your internal systems
- Better control of maintenance windows for a particular service
- Responders will be able to more easily diagnose which system is having problems, leading to lower resolution times
- Better leverage PagerDuty’s analytics capabilities for a more complete view of which systems are having problems. Reporting by service on the System Report will show accurate incident counts, MTTA, MTTR, and escalation counts for all monitoring tools tied to each system, not just one. This also allows you to see which components are healthy, and which are having consistent problems that may need to be addressed or investigated.
If you’re looking to consolidate existing services in PagerDuty, you can move integrations in the web UI. Moving integrations will also move any open or closed incidents associated with the integration, preventing any detail being lost for reporting purposes.
In the example below, we had previously set up several separate services, each with their own integration. Each one uses a different tool to monitor the same piece of infrastructure, and each incident triggered by one of these tools is handled the same way by those responsible.
The same runbook is used for incidents from each of the original PagerDuty services, and PagerDuty settings such as incident urgency, timeouts, and the escalation policy being used are the same as there is one team who is responsible for this infrastructure.