PagerDuty Releases Second Case Study of NTT Docomo's Implementation
PagerDuty has released the second case study of NTT Docomo's implementation of its incident management solution, demonstrating how it achieved operational efficiency and advanced its DevOps framework. This led to alert reduction, shortened initial response times, and enhanced proactive operations.
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- 📰 Published: March 31, 2026 at 19:00
- 🔍 Collected: April 1, 2026 at 13:39 (18h 39m after Published)
- 🤖 AI Analyzed: April 22, 2026 at 02:11 (492h 31m after Collected)
PagerDuty Inc. (Headquarters: Minato-ku, Tokyo; Representative Director and President: Nobuyuki Yamane; hereinafter: PagerDuty), a provider of incident management solutions, has released a case study of NTT Docomo, Inc. (Headquarters: Chiyoda-ku, Tokyo; hereinafter: NTT Docomo), which has implemented PagerDuty.
NTT Docomo has been utilizing PagerDuty as an "incident management platform" that spans multiple services and systems since its introduction in 2020. They have organizationally built "proactive operations" to prevent customer impact and achieved further advancement of their DevOps framework.
**Challenges at the Time of Introduction and Implementation Effects**
NTT Docomo is responsible for the development and operation of a wide variety of services. Before the introduction of PagerDuty in 2020, a total of 10,000 alerts were being issued monthly from multiple monitoring tools across the entire organization, making noise reduction an urgent task. At that time, there were many manual collaborations and late-night call-outs, making operational efficiency and reducing response burden major themes.
After the introduction of PagerDuty, by utilizing AI and rule engines, unnecessary alerts were significantly reduced from 10,000 to 1,000 per month, clarifying "information that needs to be seen." In addition, by building a mechanism to automatically call out the appropriate personnel, the initial response time was dramatically shortened from several hours to "3 minutes." As a result, the time spent on non-critical tasks was reduced by 40 hours per month, transforming the system into one where outsourcing monitoring operations to external monitoring centers (NOCs) is no longer necessary.
**"Three Evolutions" Born from 5 Years of Continuous Improvement**
Furthermore, through continuous improvement over the subsequent five years, the company achieved the following "three evolutions":
1. **Improved Visibility and Inter-departmental Collaboration:** Established a system that allows for a cross-sectional overview of the status of multiple services on a single screen. By sending notifications not only to IT departments but also to business departments, rapid information sharing was achieved.
2. **Process Standardization and Knowledge Consolidation:** Standardized the flow of "anomaly detection, acknowledgment (ACK), and note entry." Accumulated past similar cases and response policies as knowledge on PagerDuty, eliminating reliance on individual expertise.
3. **Thorough Proactive Operations:** Strictly categorized notifications into "alerts (urgent)" and "warnings (caution)," and by taking action at the warning stage within the same day, a mechanism was established to prevent customer impact from materializing.
**Future Outlook**
NTT Docomo is looking ahead to "next-generation operations" utilizing AI and automation technologies. Going forward, they aim for a world where AI automatically learns from past response histories, summarizes situations, analyzes causes, and even proposes optimal response policies. The policy is to entrust incident detection and identification to machines, primarily PagerDuty, while humans focus on high-level decision-making such as "customer guidance" and "business risk assessment."
*For more details on the case study, please visit [https://www.pagerduty.co.jp/customers/d](https://www.pagerduty.co.jp/customers/d)
NTT Docomo has been utilizing PagerDuty as an "incident management platform" that spans multiple services and systems since its introduction in 2020. They have organizationally built "proactive operations" to prevent customer impact and achieved further advancement of their DevOps framework.
**Challenges at the Time of Introduction and Implementation Effects**
NTT Docomo is responsible for the development and operation of a wide variety of services. Before the introduction of PagerDuty in 2020, a total of 10,000 alerts were being issued monthly from multiple monitoring tools across the entire organization, making noise reduction an urgent task. At that time, there were many manual collaborations and late-night call-outs, making operational efficiency and reducing response burden major themes.
After the introduction of PagerDuty, by utilizing AI and rule engines, unnecessary alerts were significantly reduced from 10,000 to 1,000 per month, clarifying "information that needs to be seen." In addition, by building a mechanism to automatically call out the appropriate personnel, the initial response time was dramatically shortened from several hours to "3 minutes." As a result, the time spent on non-critical tasks was reduced by 40 hours per month, transforming the system into one where outsourcing monitoring operations to external monitoring centers (NOCs) is no longer necessary.
**"Three Evolutions" Born from 5 Years of Continuous Improvement**
Furthermore, through continuous improvement over the subsequent five years, the company achieved the following "three evolutions":
1. **Improved Visibility and Inter-departmental Collaboration:** Established a system that allows for a cross-sectional overview of the status of multiple services on a single screen. By sending notifications not only to IT departments but also to business departments, rapid information sharing was achieved.
2. **Process Standardization and Knowledge Consolidation:** Standardized the flow of "anomaly detection, acknowledgment (ACK), and note entry." Accumulated past similar cases and response policies as knowledge on PagerDuty, eliminating reliance on individual expertise.
3. **Thorough Proactive Operations:** Strictly categorized notifications into "alerts (urgent)" and "warnings (caution)," and by taking action at the warning stage within the same day, a mechanism was established to prevent customer impact from materializing.
**Future Outlook**
NTT Docomo is looking ahead to "next-generation operations" utilizing AI and automation technologies. Going forward, they aim for a world where AI automatically learns from past response histories, summarizes situations, analyzes causes, and even proposes optimal response policies. The policy is to entrust incident detection and identification to machines, primarily PagerDuty, while humans focus on high-level decision-making such as "customer guidance" and "business risk assessment."
*For more details on the case study, please visit [https://www.pagerduty.co.jp/customers/d](https://www.pagerduty.co.jp/customers/d)