With the ability to add more than one integration per service, you can more readily represent your internal systems in PagerDuty with a service which shows events from all integrations monitoring that internal system. Using multiple integrations per service creates a single, consolidated service dashboard in PagerDuty for each of your internal systems. As a result, you will be able to see better analytics reflecting real systems, have better control of maintenance windows for a particular service, and your responders will be able to more easily diagnose which system is having problems, leading to lower resolution times.
If you have multiple PagerDuty services which reflect different tools all monitoring the same IT system, we recommend consolidating these in PagerDuty by adding multiple integrations to a single service, or moving existing integrations to replace several single-integration services with a single multi-integration service. 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.
By consolidating all integrations into a single PagerDuty service, as shown below, it’s much easier to see a whole-service view of this internal system in one place within PagerDuty. All incidents from the integrations are shown side-by-side when viewing the service’s incidents, and there is one single set of incident management settings for the consolidated service. By combining integrations which were previously set up on separate services, you eliminate the need to click back and forth between separate service pages in PagerDuty during an outage, and you also eliminate the need to configure the same settings multiple times for each service. Other integrations monitoring different internal systems are still separated by their own services which contain only the integrations monitoring those systems. If you add additional monitoring to an internal system, you can now add the new integrations directly to the corresponding service, eliminating the step of having to do a whole-service setup for one integration.
Now, we can also leverage PagerDuty’s analytics capabilities for a more complete view of which systems are having problems. After combining integrations related to the same systems into grouped services, 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 us to see which components are healthy, and which are having consistent problems that may need to be addressed or investigated.