Story
PagerDuty@
Intercontinental Exchange
Intercontinental Exchange Extends Customer Service Across Incident Response
Intercontinental Exchange, a financials organization in the United States, uses Customer Service from PagerDuty to support incident response for on-call engineers.
Intercontinental Exchange folded Customer Service into incident response so on-call engineers share one view of log investigation.
“In the United States, on-call engineers already knew where log investigation went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because log investigation has a clear owner |
| Risk and compliance | Customer Service is the governed place on-call engineers use for incident response |
| Capability | New joiners can see how incident response actually runs |
Story
Intercontinental Exchange did not need another dashboard that nobody opened. It needed incident response to move. In the United States, on-call engineers already knew where log investigation went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Customer Service from PagerDuty is now in that path. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. The company treats it as production tooling for incident response, which is why on-call engineers live in it rather than exporting from it once a quarter.
Intercontinental Exchange can show how log investigation is handled today. That is the value: a repeatable way to run incident response on software the rest of the industry already recognizes.
