Item: OpsGenie
Rating: 10
Author: Joe Cairns

Overall Satisfaction with OpsGenie

Use Cases and Deployment Scope

We are using OpsGenie across a number of departments in our organization. It fits our need for an alerting engine for high priority incidents but also as a tool for scheduling coverage for monitoring for teams across geographic locations and in-and-out of office hours in those locations.

Pros and Cons

Pros

The integrations that OpsGenie has into other tools/platforms is something that makes it stand out - not only are there well-defined integrations that fully utilize the functionality of these other tools but also generic integrations that make pretty much any system that generates email interface with OpsGenie.
The OnCall scheduling engine is well constructed with the ability to group users, add overrides and see a final view of what the resulting schedule will look like.
The "WhoIsOnCall" option and the integration with Slack has meant that our support teams are always able to see who is on call jut but using the Genie function in Slack (Slack is out premier communications platform).

Cons

Maybe a little more documentation on the query language usage on the Alerts page - some more real-life examples. Most of the generic "Open", "Closed", "Acknowledged" filters are sufficient much of the time but in a noisy system , being able to write more complicated queries is useful.

Return on Investment

Positive ROI in that we have been able to successfully tie together a number of our monitoring/alerting tools which has lead to better response times to incidents. We have been able to reduce our time to resolve by almost 50% by just being able to be more targeted.

Alternatives Considered

Have done a POC with PagerDuty in the past when evaluating OpsGenie and just liked the clean look and feel of OpsGenie better along with their already extensive list of integrations. The integrations was probably the key deciding factor in us not going with PagerDuty at the time.

Other Software Used

JIRA Software, New Relic Insights, Atlassian Confluence

Likelihood to Recommend

Very well suited for companies that have a number of teams who need to be on call who will need to deal with slightly different types of alerts - we use the "Groups" feature to separate out these alerts. It is ideal where you already have a large number of monitoring and alerting tools but want a consolidated view of all of these platforms for alerts that need human attention - OpsGenie can site nicely over the top of all of these.

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OpsGenie Worked Some Magic for Us