Three Key Takeaways from The State of Digital Operations Report 2021

The report "The State of Digital Operations" analyzes PagerDuty customer data from January 2019 to April 2021, highlighting the increasing complexity and volume of digital operations in 2020 compared to 2019, and the resulting pressure on technical teams to maintain real-time incident response. It reveals a 19% rise in critical incidents, particularly affecting large enterprises and small businesses, and underscores the importance of digital operations maturity in managing these challenges. Improved metrics such as mean time to acknowledge and rate of acknowledgment suggest that continued use of PagerDuty enhances incident response capabilities. However, the report also highlights the risk of burnout and attrition due to increased off-hour interruptions, with a significant correlation between high off-hour incident loads and users leaving the platform. As businesses navigate the complexities of digital operations amidst rising customer expectations, investing in robust operational processes and intelligent platforms becomes crucial for managing incident response, protecting employee morale, and ensuring a strong digital presence.