PagerDuty's Jeli Acquisition: Market Expansion Opportunity by Addressing Shifts in Incident Management

This IDC Market Note discusses the evolving landscape of incident management and highlights the role of automation, AI, and cultural shifts in IT and development organizations. It focuses on PagerDuty's acquisition of Jeli, which integrates with relevant communication and IT service management tools and enhances incident analysis capabilities."Shifts in IT culture and practices are transforming incident management, including AI and generative AI supporting new functionality in incident management tools," said Snow Tempest, research manager, IT Service Management Software at IDC.