PagerDuty Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS TOP 500 Market Report

PagerDuty Strengths, Domain Expertise, and Key Differentiators

PagerDuty delivers an integrated operations platform that combines incident management, AIOps, automation, and customer service operations. The consolidation of these capabilities into a single interface supports multiple use cases across IT, security, DevOps, and business operations. The platform's AI-based features include event intelligence, machine learning-driven noise reduction, and workflow automation to manage alerts and incidents in real time. A specialized offering for customer service operations further differentiates the portfolio, particularly with integrations into Salesforce and Slack for swarming and collaborative response workflows.

PagerDuty Recent Developments

In 2025, PagerDuty advances its focus on AI-driven automation with the launch of “Agentic AI” and expanded generative AI capabilities under the PagerDuty Advance initiative. These developments are designed to support autonomous incident management and align with enterprise priorities around scaling digital operations. Leadership changes accompany this shift, with the appointments of David Williams as Senior Vice President of Product, Jeff Hausman as Chief Product Development Officer, and Allison Corley as Chief Customer Officer, signaling a concentration on execution across product and customer functions.

This follows earlier moves in 2023, when PagerDuty updated its Operations Cloud with AIOps features, including event orchestration, runbook automation, and generative AI-driven workflows. In mid-2023, the company introduced AI-generated runbooks and low-code automation tools using natural language prompts, aiming to replace manual processes with scalable self-service alternatives. These capabilities target cost reduction and increased efficiency across IT operations.

PagerDuty Mergers and Acquisitions (M&A) Activities

In November 2023, PagerDuty announced its intent to acquire Jeli, Inc. to extend the capabilities of its Operations Cloud platform. The integration of Jeli is positioned to add incident analysis and post-incident review features to PagerDuty’s offering, shifting the platform from reactive response toward more structured, end-to-end incident lifecycle management. The move is aimed at enabling organizations to apply insights from past events to reduce risk and manage future disruptions more effectively.

In March 2022, PagerDuty acquired Catalytic, a no-code automation provider, to broaden its applicability beyond technical teams. The addition supports use cases in areas such as finance, HR, and supply chain, indicating an effort to extend the platform’s utility across non-technical business functions.

In October 2020, PagerDuty acquired Rundeck to incorporate DevOps automation capabilities into its core incident response suite. Rundeck’s automation tools, including auto-remediation and task orchestration, were brought into the platform to support faster resolution and increased operational efficiency across digital operations teams. These sequential acquisitions indicate PagerDuty’s approach to building a more vertically integrated operations platform.

PagerDuty Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying PagerDuty applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of PagerDuty and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified PagerDuty Operations Cloud customers.

PagerDuty Key Enterprise and Cloud Applications

PagerDuty Operations Cloud

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PagerDuty Direct vs Indirect sales

PagerDuty Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified PagerDuty Customers

No. of PagerDuty Customers: 31000

No. of PagerDuty Enterprise Applications Customers: x

No. of PagerDuty Cloud Customers: x

No. of PagerDuty Cloud Subscribers: 1000000+

PagerDuty reports over 31,000 paying and free customers globally, with more than one million users on the platform. The company has also scaled its offering to customer support teams, reporting over 2,000 teams using its Customer Service Operations (CSOps) solution. While the customer list remains largely undisclosed, the scale indicates penetration into enterprise, mid-market, and SMB segments, with a growing presence in Asia following its joint venture in Japan with Japan Cloud. The expansion suggests regional traction beyond North America and Europe.

PagerDuty Market Opportunities, M&A and Geo Expansions

PagerDuty continues to expand horizontally from IT and DevOps into customer support and security response. Vertically, the platform is applicable across sectors with complex digital infrastructure, including financial services, healthcare, and retail. Regional expansion in Asia—particularly Japan—through a joint venture structure may act as a model for further moves into localized markets such as South Korea, India, and Southeast Asia. The extended automation and customer service integration also enable PagerDuty to compete in enterprise service management (ESM) and customer experience categories.

PagerDuty Risks and Challenges

PagerDuty's recent restructuring, disclosed on January 24, 2023, carries potential risks that the anticipated savings or operational efficiencies may not materialize as expected. There's a possibility that the total costs and expenses associated with the restructuring could exceed initial projections. Additionally, the restructuring efforts could potentially disrupt PagerDuty's business operations. These risks highlight the importance of careful planning and execution in managing organizational changes and transitions.

PagerDuty Ecosystem, Partners, Resellers and SI

PagerDuty has invested extensively in an ecosystem that includes over 700 integrations, allowing us to harness data from software-enabled systems and devices. PagerDuty has deep integrations to a range of widely used technologies, such as Amazon Web Services(“AWS”), Datadog, HashiCorp, New Relic, and Splunk, and many integrations such as Atlassian, Microsoft VSTS, Salesforce, ServiceNow, and Slack are bi-directional.

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: