Self Service Config Changes for Business Users
Initiate change requests through a user-friendly interface, while approval processes automatically involve relevant stakeholders to review and authorize changes, reducing the risk of errors.
Minimize errors
Provide a user-friendly interface to ensure secure configuration changes, allowing business users to request changes while minimizing errors.
Reduce disruptions
Reduce service disruptions and enhance security by automatically involving stakeholders in the approval process for configuration changes.
Stay compliant
Ensure compliance and accountability with integration into version control and ITSM systems, maintaining an audit trail of all changes.
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Problem
Business users need to change application or service configurations to meet evolving business needs. However, allowing non-technical users to modify configurations directly poses risks, such as errors that could disrupt service availability or compromise security. Without a secure, user-friendly system, changes may result in misconfigurations or inconsistent application states. This challenge is compounded by the need to balance empowering users to make changes while maintaining compliance. Organizations must balance empowering users to make changes and maintaining compliance and ensuring all changes are tracked and approved to safeguard application integrity and reliability.
Solution
PagerDuty Automation ensures changes are executed consistently and accurately. Business users can initiate change requests through a user-friendly interface, while approval processes automatically involve relevant stakeholders to review and authorize changes, reducing the risk of errors. PagerDuty also integrates with version control and ITSM systems to maintain a comprehensive audit trail of all changes, ensuring compliance and accountability.
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Technical Job Steps
Config Changes:
Invoke Runbook Automation job, invoke Lambda, invoke Azure Function.
Business Steps
On-Demand Request Form
Self Service Request form allow business users to request a config change to an app or service.
HITL Approvals:
Coordinate approval tasks for access to review config changes with app/service owners for specific environments, e.g. sensitive information/environments.
ITSM Management:
Coordinate ticket creation and resolution in systems of record for requested config change.
Report Generation:
Generate custom reports on requests/usage.