Canon ITS deploys PagerDuty to improve incident response

Canon IT Solutions Inc. (Canon ITS) announced on the 26th that it will begin offering PagerDuty Inc.’s incident management service as the latest addition to its security operations services for its IT infrastructure service, SOLTAGE . Pricing is subject to individual quotes. PagerDuty is a solution that ensures accurate notification of the appropriate personnel when a system anomaly occurs, accelerating incident response. It centrally manages the entire process, from understanding the situation at the time of an incident to team collaboration and resolution, reducing the time spent searching for the right person to respond and redundantly checking the situation, and supporting rapid recovery.

Specifically, the service automatically assigns and manages personnel to respond to system anomalies based on work shifts and expertise. By establishing a system where the right person can respond at the right time, it achieves rapid response and reduces workload. It also includes a mechanism for continuously sending notifications via multiple channels, including SMS, phone, push notifications, and email, until a specific person is contacted. If there is no response, the service automatically escalates the process to the next person.

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Furthermore, it visualizes incident frequency, time to resolution (MTTR), and personnel workload, promoting continuous improvement of operational processes. In addition, by linking with the optional service “AIOps,” it is possible to use AI to group alerts and reduce noise based on massive amounts of operational data, ensuring that only important incidents are notified to the responsible person.

SOURCE: Yahoo