Story
PagerDuty
McDonald'sHow McDonald's Runs Incident Response on Incident Management
McDonald's, a consumer discretionary organization in the United States, uses Incident Management from PagerDuty to support incident response for on-call engineers.
When log investigation outgrew homegrown tracking, McDonald's brought in PagerDuty.
“Consumer Discretionary work at McDonald's spans more than one site, even when headquarters sits in the United States.”
“On-call engineers asked for a shared way to run incident response without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | On-call engineers work from the same Incident Management record for log investigation |
| Capability | Log investigation can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for log investigation |
Story
Consumer Discretionary work at McDonald's spans more than one site, even when headquarters sits in the United States. Log investigation was splitting across regional habits. On-call engineers asked for a shared way to run incident response without freezing local judgment.
PagerDuty (Incident Management) is what they standardized on. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. McDonald's uses it as the system of record for log investigation, with on-call engineers as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
