Business Services

Create business services to model how technical services support your business infrastructure and to communicate incident status to non-technical stakeholders

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.

Ideally, business services are:

  • Recognizable to non-technical stakeholders
  • Supported by one or more technical services in PagerDuty

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.

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Required User Permissions

Admin, Manager, Global Admin and Account Owner base roles can create and edit business services. Managers must have Manager level access to the Team associated with the business service.

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.

Create a Business Service

  1. Go to Services Business Services and click New Business Service.
  2. Enter the following information:
    • Name: Enter a meaningful name that will define the business service.
    • Owner: Enter the owner as yourself or a point of contact for the business service. (Optional)
    • Team (Only available on Business and Digital Operations Plans): Select a Team associated with this business service. (Optional).
    • Description: Provide a description of what the business service is responsible for.
  3. Under Services, select the Technical Services or Business Services tab and then search and select supporting services by clicking the button to the right of the service name.
  4. Click Create Business Service to save.

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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.

Edit a Business Service

  1. Navigate to Services Business Services and select the name of the desired business.
  2. To the right of the business service’s name, click Edit.
  3. In the edit view, make the required changes and click Save Changes.

Edit Business Services Settings

An incident must have a priority in order to affect a business service. By default, incidents on a supporting technical service with any priority will affect a business service. Alternatively, you can configure a business service to require that incidents meet a specified priority threshold.

  1. Navigate to Services 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.

Delete a Business Service

  1. Navigate to Services Business Services and select the name of the desired business.
  2. Select More Delete Business Service.
  3. In the confirmation dialog, select Delete Service.

Supporting Services

Supporting services are technical services, or even other business services, that a business service requires in order to be considered operational. If one of the supporting services mapped to a business service experiences an incident with a qualifying priority, this business service will be impacted and appear on the status dashboard.


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