PagerDuty Releases Case Study on Open House Group's Adoption

PagerDuty Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Nobuyuki Yamane; hereinafter referred to as PagerDuty), a provider of incident management solutions, has released a case study on the adoption of PagerDuty by Open House Group Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo; President and CEO: Ryosuke Fukuoka; hereinafter referred to as Open House Group).

Open House Group adopted PagerDuty to ensure the stable operation of its IT infrastructure supporting rapid business growth. This implementation has resolved issues such as reducing the workload of personnel in monitoring operations and standardizing response procedures, fostering a proactive organizational culture that shifts infrastructure operations from "defense" to "offense."

Challenges Before Implementation

The Information Systems Department's Infrastructure Group at Open House Group is responsible for the IT infrastructure of the entire group and the operation of approximately 300 servers. Before implementing PagerDuty, a large volume of alert notifications from monitoring tools were consolidated into emails, requiring significant time and effort to distinguish high-priority items. The increased workload from reviewing numerous notifications led to higher operational burdens for staff, necessitating greater precision in the rapid identification and escalation of critical alerts.

Key Factors and Effects of PagerDuty Implementation (3 Key Points)

After comparing multiple tools to further accelerate incident response and enhance operational monitoring systems, PagerDuty was chosen for its ability to aggregate alerts across multi-cloud environments such as AWS and Google Cloud, automatically notify the appropriate personnel, and its AI-powered automatic grouping feature.

Following implementation, full operation began in less than two weeks, achieving the following results:

Dramatic Reduction in Noise and Faster Response:

By utilizing the AI feature that automatically groups related alerts, duplicate alerts and unnecessary notifications were reduced. This has successfully reduced the total number of alerts from 1,885 to 884 (approximately 47%) over the past 45 days, fundamentally improving the workload for engineers.

Reliable Notification to the Right Person:

A system was established to reliably deliver notifications precisely to the "current on-call person" based on a set schedule. It is now immediately clear on the console who is handling the issue, enabling seamless team-wide collaboration and standardization of operations.

Cultural Shift to a "Proactive Stance":

Trust in the tool has been established, leading to a dramatic shift towards an environment where mutual support within the team for unresolved alerts occurs naturally. Furthermore, a system has been built to detect early signs of subtle issues, such as silent failures, and address them before they become incidents.

Future Outlook

PagerDuty will continue to strongly support Open House Group's operational advancement, aiming to transition from "infrastructure that only defends" to "infrastructure for offense." We will contribute through our platform to their plans for automating initial responses using webhooks (building automated recovery flows) and promoting proactive detection through AIOps. Ultimately, we will support their business growth as an infrastructure that enables engineers to shift time spent on alert response to "improving service value" and realize a "world with zero business impact."

*For details on the case study, please click here.

About PagerDuty

PagerDuty Inc. is the Japanese subsidiary of PagerDuty, Inc. (NYSE: PD), a global leader in digital operations management, supporting the efficiency of large-scale IT operations. The "PagerDuty Operations Cloud" we provide is a flexible and scalable platform that integrates incident management, AIOps, automation, and customer service operations. By adopting Operations Cloud, companies can reduce the risks and costs of operational failures and increase revenue by accelerating innovation. More than half of the Fortune 500 and nearly 70% of the Fortune 100 have adopted PagerDuty as essential infrastructure for modern enterprises. Please click here for customer case studies in Japan.