Case Study: SAP reduces major-incident response time 30% with PagerDuty

Key results

The challenge

SAP's Global Cloud Services team needed to ensure uptime across services such as Ariba, Concur, and Fieldglass. Across teams there were very different operating models and inconsistent definitions of priority, making major-incident response hard to scale.

The solution

SAP standardized on PagerDuty to align business and technology teams around a common operating model for major incident response, engaging the right people on the right issues at the right time.

The results, in context

Within two months of adopting PagerDuty, SAP reduced initial response and communications times to critical incidents by 30% and resolution times by 26%. It also reduced the number of people needed to resolve major incidents by 25%.

Products used