Story
PagerDuty
Intuitive SurgicalIntuitive Surgical Brings On-call Response onto PagerDuty
Intuitive Surgical, a health care organization in the United States, uses AIOps from PagerDuty to support incident management for on-call rotations.
Health Care teams at Intuitive Surgical treat PagerDuty as the working layer for incident management.
“Health Care work at Intuitive Surgical spans more than one site, even when headquarters sits in the United States.”
“On-call rotations asked for a shared way to run incident management without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | AIOps is the governed place on-call rotations use for incident management |
Story
Health Care work at Intuitive Surgical spans more than one site, even when headquarters sits in the United States. On-call response was splitting across regional habits. On-call rotations asked for a shared way to run incident management without freezing local judgment.
PagerDuty (AIOps) is what they standardized on. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. Intuitive Surgical uses it as the system of record for on-call response, with on-call rotations 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 The story is about operating change, not an unpublished percentage.
