PagerDuty Releases Second Case Study on NTT DOCOMO Implementation

PagerDuty, Inc. (Headquarters: Minato-ku, Tokyo; President: Nobuyuki Yamane; hereinafter "PagerDuty"), a provider of incident management solutions, has released a case study on NTT DOCOMO, Inc. (Headquarters: Chiyoda-ku, Tokyo; hereinafter "NTT DOCOMO"), which has implemented PagerDuty.

Since its adoption in 2020, NTT DOCOMO has utilized PagerDuty as an "incident management foundation" that spans multiple services and systems. By systematically building a "proactive operation" model that prevents customer impact before it occurs, the company has achieved a further advancement of its DevOps structure.

Challenges at the Time of Adoption and Results NTT DOCOMO is responsible for the development and operation of a wide variety of services. Prior to the introduction of PagerDuty in 2020, the organization was receiving a total of 10,000 alerts per month from multiple monitoring tools, making noise reduction an urgent priority. At the time, there was a high degree of reliance on individual expertise and frequent late-night call-outs, making operational efficiency and the reduction of response burdens major themes.

After implementing PagerDuty, the company utilized AI and rule engines to significantly reduce unnecessary alerts from 10,000 to 1,000 per month, clarifying the "information that needs attention." Furthermore, by building a system that automatically calls the appropriate personnel, they dramatically shortened initial response times from several hours to "three minutes." As a result, they reduced the time spent on non-critical tasks by 40 hours per month and transformed their structure to one that no longer requires outsourcing monitoring tasks to an external Network Operations Center (NOC).

"Three Evolutions" Born from Five Years of Continuous Improvement Through continuous improvement over the subsequent five years, the company has 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 the IT department but also to business departments, they achieved rapid information sharing. 2. Process Standardization and Knowledge Consolidation: Standardized the flow of "anomaly detection, acknowledgement (ACK), and note entry." By accumulating past similar cases and response policies as knowledge within PagerDuty, they eliminated reliance on individual expertise. 3. Thorough "Proactive Operations": Established a mechanism to strictly categorize notifications into "Alerts" (urgent) and "Warnings" (cautions). By addressing warnings within the same day, they established a system to prevent customer impact from manifesting.

Future Outlook NTT DOCOMO is looking toward "next-generation operations" that leverage AI and automation technology. Moving forward, they aim for a world where AI learns from past response histories to automatically summarize situations, analyze causes, and even propose optimal response policies. Their policy is to build a structure where machines, centered on PagerDuty, handle everything from incident detection to identification, allowing humans to focus on high-level decision-making such as "customer guidance" and "business risk assessment."

*For details on the case study, please click here (https://www.pagerduty.co.jp/customers/docomo2/).

About PagerDuty PagerDuty, Inc. (NYSE: PD) is a global leader in digital operations management, helping organizations streamline large-scale IT operations through the PagerDuty Operations Cloud. The PagerDuty Operations Cloud is a flexible, scalable platform that integrates incident management, AIOps, automation, and customer service operations. By adopting the Operations Cloud, companies can reduce the risk and cost of operational disruptions and increase revenue by accelerating the speed of innovation. More than half of the Fortune 500 and nearly 70% of the Fortune 100 use PagerDuty as essential infrastructure for the modern enterprise. Please click here for customer case studies in Japan.