Business Services

Business services allow you to model capabilities that span multiple technical services and that may be owned by several different teams. Mapping technical services to business services gives responders context on an incident’s impact to the business. The status dashboard uses this feature to let non-technical stakeholders see when there is an incident affecting one of the business services they care about.


Configuring Business Services

Required User Permissions

Admin, Manager, Global Admin and Account Owner base roles can create and edit business services.

If you're not sure what role you have, or if you need your permissions adjusted, visit our sections on Checking Your User Role or Changing User Roles.

Ideally, business services are:

  • Recognizable to non-technical stakeholders
  • Supported by 1 or more technical services in PagerDuty
  • Can have clearly defined impact metrics that are meaningful to non-technical services

You may have business services listed on an external status page, within a service catalog/CMDB, or defined in relation to existing health metrics from a monitoring tool.

Create a Business Service

  1. Go to Configuration and select Business Services.
  2. Click Create New Business Service.
  3. Enter a meaningful name that will define the business service and provide a description.
  4. Enter the owner as yourself or a point of contact for the business service. (Optional)
  5. Click Add Upstream Dependencies to add any technical services or business services that this service requires in order to be considered operational. For more information, please read our section on upstream dependencies.
  6. Click Create Business Service to save.

Tip

Sometimes there is a technical service that supports a business service but that is not critical to its function. You may prefer to omit non-critical technical services that support a business service, since a disruption to one of those technical services does not necessarily mean that the business service is disrupted.

Upstream Dependencies

Upstream dependencies are technical services or other business services that a business service requires in order to be considered operational. If one of the upstream dependencies mapped to a business service experience an incident with a priority assigned, this business service will be impacted and appear on the status dashboard.

You can configure business services to set a threshold for which priority levels will change their status to impacted. For example, you may want to set a threshold so that only P1 and P2 incidents impact a business service.

To set a priority threshold:

  1. Navigate to Configuration Business Services .
  2. Select the If a supporting technical service has an open incident with a priority at or above radio button and select your preferred priority level threshold.
  3. Click Save Changes.

Edit or Delete a Business Service

To edit all business service incident settings:

  1. Navigate to Configuration Business Services and click the .
  2. Select when you would like business services to show an incident:
    • If a supporting technical service has an open incident with any priority assigned
      or
    • If a supporting technical service has an open incident with a priority at or above and select the priority level.
  3. Click Save Changes.

To edit the an individual business service:

  1. Navigate to Configuration Business Services, click the name of the desired business service and click Edit Business Service.
  2. Edit the details you wish to change and click Save Changes. If you are deleting your business service, click Delete Business Service.

Business Services


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