Story
PagerDuty
SNCFSNCF Extends Customer Service Across Incident Response
SNCF, an industrials organization in France, uses Customer Service from PagerDuty to support incident response for on-call engineers.
Value results
| Category | Value result |
|---|---|
| Capability | Incident response stays visible to adjacent teams through Customer Service |
| Capability | On-call engineers work from the same Customer Service record for log investigation |
| Capability | Log investigation can be reviewed without waiting on a personal export |
Story
Inside SNCF, incident response used to depend on whoever still had the latest file. That pattern is common in industrials groups working out of France. On-call engineers needed a system that would still make sense after the original project team moved on.
SNCF uses Customer Service from PagerDuty as the working layer for log investigation. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. The practical change is simple: incident response has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What SNCF gets from PagerDuty is a durable place to run incident response and a way for on-call engineers to see the same log investigation at the same time.
