This is why our roadmap has always focused on innovation designed to make your job easier: innovation with a purpose. At PagerDuty, we have been working with AI and machine learning for years, and have become the industry leader in AIOps. And it’s through that lens that we’ve evaluated GenAI–not for its own sake, but by asking ourselves how it could unlock more value across the PagerDuty Operations Cloud. 

From code co-pilots to incident response assistants, generative AI represents a tremendous opportunity. The ease and elegance of engaging with generative AI–its fundamental intuitiveness through a natural language interface–creates a step function opportunity to unlock the full potential of automation. There’s no question that automation has the potential to save time and money while increasing productivity and capacity, but automation initiatives can die under the weight of their own abstraction. 

GenAI brings a consumer-style simplicity to enterprise-grade automation and makes the realization of automation’s potential much more real. The pace of software development will only accelerate, and more software means more complexity–which makes DevOps more important than ever. 

Today, I’m excited to share the first three generative AI-supported capabilities PagerDuty is bringing to the PagerDuty Operations Cloud: 

AI Generated Status Updates

When unplanned, interrupt work strikes, communication and coordination are essential to resolution. Industry best practices recommend regular status updates to stakeholders and leadership every 30 minutes (at least) to be sure the business responds with one voice. But crafting those updates takes time and bears its own cognitive load at a time when your teams are already at surge capacity. We have customers who tell us that during major incidents they have three people dedicated to just status updates.

This was a perfect place for us to kick off a generative AI deployment. With generative AI integrated into our Status Update feature, teams can save cycles on what to say and to whom–they can generate persona-based status update drafts with just a few clicks. The new capability leverages AI to process all data related to the current incident and auto-generate a summary, offering key insights on events, progress and challenges. This feature enhances incident management workflows and streamlines communication in addition to saving time, allowing your team to focus on the real work of resolution.

Join the waitlist

AI Generated Incident Postmortems

Postmortems are a staple of operational excellence and a best practice often driven by site reliability engineering (SRE)–it’s how you learn what went wrong, where you could improve, and most importantly, how to avoid making the same mistakes again and again. 

Taking the time to document postmortems, however, can be challenging. It’s a drawn-out, manual (and occasionally emotional) process to collect all the relevant data points for review as a group. 

But imagine you had a virtual set of team members shadowing the incident from start to finish, a team whose only job is to create a timely and unbiased draft of your postmortem report. That’s exactly what we can give you by applying generative AI to automate the generation of comprehensive post-incident draft reports.

As you’ll see in the video, once an incident is resolved, the user can elect to generate a postmortem review, triggering the real-time, time-consuming collection of all available data around the incident at hand (including logs, metrics, and relevant Slack or Microsoft Teams conversations). It then produces a detailed report that highlights key findings, root causes and areas of improvement. Additionally, PagerDuty generates a list of recommended action items tailored to prevent similar issues from occurring in the future.

Not only will this feature save time, but it will also provide a starting point for capturing crucial learnings, fostering a culture of continuous improvement and enabling the team to spend more time on future proofing–which brings us back to the criticality of the human-in-the-loop approach to unlocking the power of generative AI when you’re talking about mission-critical work. 

Like the Status Update example above, automated incident postmortems require a person to provide expertise, judgment and oversight, validating and refining the report before releasing it for broader consumption. 

Join the waitlist

AI Generated Process Automation

We’ve been using automation across the PagerDuty Operations Cloud platform since its inception, partnering with many of you to provide scripts and plugins to automate workflows that help you manage and resolve unplanned work more quickly. Our customers use us every day–whether in the cloud or on prem–for infrastructure automation as well as driving Ansible, Terraform and Power Automate. But if the scripts and tools don’t already exist, you have to do the heavy lifting yourself to actually code the script.

No longer. With generative AI, we’ve built a co-author for your automation needs. It’s like having an extra developer on your team whom you can task with researching how to do what you want to do and then create the automation for you. And best of all, it’ll do it in your favorite scripting language or easily transition from one language to another, so you ultimately have full control. We’re bringing low-code capabilities to what used to be a high-code experience, without losing any power or flexibility. For example, you can simply state, “Write an automated workflow that adds a specific user to a group within Okta. I should be able to specify the user by email and group at runtime,” hit the generate button, and watch the magic happen.

Join the waitlist

We are early in a journey where generative AI will accelerate learning, eliminate toil and increase our productivity, while freeing us up for more creativity. 

With any new technology, there is risk. Managing that risk successfully is in our DNA, as our customers know from when we have introduced AI, machine learning and automation capabilities across the platform over the years. It’s why “human in the loop” is a central tenet in our AI work. And it’s why we’re moving quickly but keeping the tenets of fidelity, security and accuracy in mind as we build.  

We want your feedback and input–as the possibilities are endless. What matters to you the most? Join the waitlist for these features, and sign up to get development updates. We expect to begin releasing these capabilities over the coming months.

The post Generative AI for the PagerDuty Operations Cloud appeared first on PagerDuty.

Rundeck by PagerDuty has long helped organizations bridge operational silos and automate away IT tasks so teams can focus more time on building and less time putting out fires. And while this mission still rings true today, our vision is to extend this reality and revolutionize all operations while continuing to build trust.

To resolve high-impact work faster and more efficiently, the PagerDuty Operations Cloud delivers value across every IT environment; whether it be pre-production or production, isolated or secure, multi-cloud or on premise—you name it. We want to meet our customers where they are and deliver the value they need.

Starting today, that vision is now a reality. 

We are thrilled to introduce a next-generation architecture for PagerDuty Runbook Automation and PagerDuty Process Automation that simplifies how our customers manage automation across cloud, remote, and hybrid environments.

This latest functionality, among others, is why Runbook Automation is an integral part of the PagerDuty Operations Cloud. Now PagerDuty helps automate across any infrastructure, multi-zoned hybrid environment, network, and more to resolve that unplanned, time-sensitive, and high-impact work we know about all too well.

Standardizing automation across secure infrastructure

It’s clear that automation has become a necessity in order for businesses to keep pace with the rapid transformations happening across the technical landscape. These businesses also have to sustain growth and transformation  while also doing more with the same—or even fewer–resources. Additionally, segregated environments and disparate services add complexity via hybrid cloud realities and increasing security and regulatory requirements. This sprawl of IT environments has led to a new dimension of organizational silos, along with departmental and technical silos. 

One thing is for sure: When built, conventional automation tooling didn’t anticipate the complexity of security requirements in modern distributed environments. As a result, engineers have to manually execute tasks for operations within each environment, causing long wait times, more personnel time consumed, and higher levels of engineering toil. To solve this problem of fragmented automation, something more is needed. Teams need full visibility across their entire infrastructure and the ability to seamlessly execute distributed automation jobs—without having to manually build new automated operations into each project and environment.

With this new functionality, instead of having to manually invoke an automation step in each environment, engineers can now manage and run automated tasks and distribute that automation across their many segregated environments from a single administration.

As a result, teams will be able to: 

• Operate faster by enabling automated operations across cloud and data center environments
• Simplify security when operating in high-compliance and zero-trust architectures
• Eliminate toil by speeding up task resolution and reducing personnel time across all zones, environments, and networks

In order to better understand how this is made possible by the new functionality, let’s touch on some of the challenges we are looking to solve for our current and future customers.

Enabling scale and efficiency with security in mind

While it is true that automation can unlock new levels of scale and potential for innovation, it also brings with it critical challenges around added complexity, connectivity, and security. For technology teams, this means additional dependencies inside isolated environments that need to be maintained, distributed network endpoints to keep in check, and islands of fragmented automation spread across remote and local environments that need to be securely managed and run.

One of the bigger challenges that we hear from our customers is around managing and running automation across environments with high security and compliance requirements. In many cases, engineers have to manually manage each of their several isolated environments due to the many security nuances and process dependencies within each zone.

Now, PagerDuty Runbook Automation can be that connectivity conduit across our customer’s distributed operations that wield strict requirements for:

• Disparate environments? No problem: Runbook Automation and Process Automation can now authorize orchestration of automation steps in remote environments as if they were local, and allows incorporation of many environments in the same job definition. This eliminates network silos that typically compromise automation and thus requires manual log-ins to properly run in those environments.
• Compliance audits? No problem: Runbook Automation and Process Automation now simplify compliance by embedding access control and logging into automation, now extending these capabilities into remote environments—all from a centralized control plane. 
• Zero trust security? No problem: For customers with high security requirements, Runbook Automation and Process Automation can now enable connectivity without the need to open ports in their firewalls, such as SSH, enabling remote operations. This new functionality simplifies secure connectivity to automation by reducing the need for customers to deploy their own bastion or jump host and public endpoints. 

Example diagram of PagerDuty Runbook Automation running an automated diagnostic process in remote environments to capture environmental state.

New Runner functionality

The Runner is a remote execution point purpose built for node steps to run on specified endpoints, rather than from the automation server itself. The Runner, available for both Process Automation and Runbook Automation, securely opens up network/communication between data centers, remote environments, and the automation cluster.  

The new release offers a next-generation Runner that is now integrated with common infrastructure such as Ansible, Docker, and Kubernetes that execute locally within the private network. The new architecture now allows job authors to develop automated jobs that incorporate multiple environments.

New feature highlights

• Run automation anywhere with next-generation Runners that provide secure and resilient connectivity from within remote environments.
• Support complex architectures and jobs with distributed automation steps that enable the orchestration of standardized automation to work across any environment.
• Simplify management with an enhanced Runner UI and APIs that simplify administration of Runners from the central automation environment, including configuration, status, and managing credentials.
• Integrate your existing stack with plugins available on remote Runners for common technologies like Ansible, WinRm, Kubernetes, and Docker that can execute in local and remote environments.

Process Automation and Runbook Automation can now provide the same breadth of automation workflows with execution steps for Ansible or Kubernetes in remote environments that will only continue to strengthen as we blaze this trail of new distributed automation capabilities for our customers. 

Looking ahead

These new automation features from Runbook Automation and Process Automation are just the beginning, and strengthen the value of the PagerDuty Operations Cloud by providing more flexibility for our customers to create triggered workflows across a wider variety of secure environments.

Register for our webinar on Thursday, March 30th to hear more about the latest release from the PagerDuty Process Automation portfolio. If you have any questions or are interested in learning more, make sure to contact your account manager and visit our Process Automation page.

The post PagerDuty Announces New Automation Enhancements That Simplify Operations Across Distributed and Zero Trust Environments appeared first on PagerDuty.

The key priority for many businesses is keeping those systems running as smoothly as possible to keep customers happy and build their loyalty. However, we all know that the digital world will have hiccups from time to time, and to keep things moving, customer service teams are often at the center of any response. 

PagerDuty for Customer Service has proven to be essential for proactive teams who can help speed up downtime resolution, proactively communicate to customers, and provide unparalleled levels of customer service.  We recently expanded our CSOps capabilities by announcing the launch of PagerDuty for Customer Service in ServiceNow CSM. Building on an already tight integration that reflects our real-time digital operations into ServiceNow, without the need to switch between platforms, we are building a tighter connection between customer service agents and engineering teams. 

PagerDuty’s new app for ServiceNow provides an integrated experience into the ServiceNow CRM and gives customer service teams the visibility they need to manage cases from start to finish. With PagerDuty’s integrated, real-time customer service operations, teams can see the status of active incidents right from ServiceNow CSM. Teams can now create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between customer service and technical teams, engaging the right people at the right time to get ahead of customer issues.

Curious to learn more? Check out the full integration guide. 

The post Extend the Power of Your ServiceNow Application with PagerDuty for Customer Service appeared first on PagerDuty.

• • Leveraging Status Pages to keep customers informed with real-time status 
  • Updated analytics reports and status update notification templates for faster, more flexible Incident Response 
  • PagerDuty® Process Automation and Rundeck Community updates in the latest 4.9.0 Release

Upcoming Events, view our recent Podcasts and Twitch Streams, and join members of our Community Team and Product Teams as they walk you through new products and leading practices in the software industry

Incident Response

Status Update Notification Template Updates GA

Status Update Notification Templates are now generally available! With organization-based templates, companies can now customize and standardize communications based on impact, service areas, and more. This functionality will be also available via API, so teams are able to customize and leverage status update notification templates to fit their needs in any context. Watch this demo to see the templates in action.

Learn more in the knowledge base.

Incident Workflows GA

Get more flexibility and control over your incident response processes by reducing the manual work required to carry out the right response. Utilize a no-code/low-code builder to create unique Incident Workflows for any use case that trigger an orchestrated response using if-this-then-that logic. Incident Workflows are available to Business and Digital Operations plans only, and will fully replace Response Plays. Upgrade your Response Plays to Incident Workflows. Watch the demo.

Watch the demo and read the KB article. General Availability for both web and mobile coming soon!

Custom Fields on Incidents EA

Custom fields give users the flexibility to display critical information on incidents. Teams can aggregate data from several existing systems of record into a 360 degree view of incident response, reducing the time responders spend searching for key data, and ultimately lowering MTTR. Custom Fields on Incidents will be available on web and the API. Learn more in our KB article and sign up for Early Access.

Incident Activity Report

The updated Incident Activity Report from PagerDuty Analytics is now available for early access. This report offers a range of enhancements to help teams take their incident response to the next level. With interactive visualizations, drill-down capabilities, and detailed data on responder efforts, this report can provide valuable insights and help teams improve their incident resolution time.   It will give you the number of responders involved in an incident and the time effort from MTTA to MTTR. Sign up for the early access program and learn more in our KB article

Customer Service Ops

Status Pages

PagerDuty Status Pages are now available. Customers can rely on PagerDuty as the single source of truth to keep their customers proactively informed about the real-time status of their systems. This new product gives customers the ability to create public pages and customize them for the consistent look and feel of their brand. In addition, customers will be able to leverage Human-in-the-Loop support to automatically post real-time updates with human approval when needed. Check out the blog or the knowledge base for all the details.

(Featured above: Status Pages Preview and System Status)

(Featured above: Status Pages Customization)

PagerDuty for Customer service In ServiceNow CSM

PagerDuty for Customer Service in ServiceNow CSM is now available. Customer service teams can now see the status of active incidents in PagerDuty right from ServiceNow. With this new application agents can create incidents and view any notes or status updates made by development or ITOps teams to accurately and efficiently respond back to the end customer in PagerDuty from ServiceNow. This bridges the gap between Customer Service and Technical teams, engaging the right people in real time to get ahead of customer issues. Check us out in the ServiceNow app store.

PagerDuty® Process Automation Software, PagerDuty® Runbook Automation, and Rundeck

PagerDuty® Process Automation, PagerDuty Runbook Automation, and & Rundeck Community Version 4.9.0

Check out the new features and enhancements for PagerDuty® Process Automation, PagerDuty Runbook Automation, and Rundeck Community. This release introduces the beta for Plugin Groups, which simplifies the configuration of plugins so users can build more automation faster. Now users have a graphical interface for configuring plugin properties at the project and system level using predefined sets of properties on a per plugin suite basis. Read the release notes for more info.

Learn more:

• View our Twitch stream review of this release
• Read the full release notes about the version 4.9.0 release, January 11, 2023

Unified Login Expereince

Our login experience is being streamlined to make it easier for customers to login to PagerDuty by streamlining the process – we’ve also created a KB article to answer questions about logging into PagerDuty (here).  To enable the new login experience for your PagerDuty subdomain – sign up for the early access program.

Modernized Navigation for Mobile

The new Modernized Navigation for PagerDuty Mobile is a new feature that makes navigation faster and more efficient. This feature is available for iOS in early access starting February 6th, 2023. With it, you’ll be able to navigate easily between screens without having to return to the hidden hamburger menu and relaunch screens. This means you’ll be able to move from one screen to another quickly and without any extra steps. And the user’s history is preserved even while simultaneously navigating multiple screens. Watch our video demonstration or sign up for our early access program to learn more about it.

New integrations with IBM, Asana, and Zoho

PagerDuty has 700+ integrations with technology partners in DevOps, IT, Observability, Security, Business Operations, Customer Service, and more. This month we’re excited to announce new integrations to unlock the full potential of your tool stack, including:

• IBM Instana launched a tech preview of their new Action Framework integration for PagerDuty. Instana’s Enterprise Observability Platform performs real-time discovery, mapping, and monitoring of the full application stack. The new integration invokes PagerDuty Process Automation directly from Instana to resolve issues faster.
• The new Asana and PagerDuty integration helps improve visibility and agility across organizations beyond Dev and IT. When an Asana task requires attention, teams can go from manually creating a PagerDuty incident to automatically kicking it off, via Asana rules, with the context needed to issue a service. By connecting PagerDuty and Asana, teams can reduce manual work and provide a timely response or alert for escalation requests while reducing incident response time.
• Zoho’s new ManageEngine OpManager integration for PagerDuty helps you quickly resolve incidents with network devices of all kinds, including routers, switches, storage devices, VMs, firewalls, and more.

Product Deprecations Announcements

Please take note and keep your teams informed of our upcoming product deprecations:

V1 Webhooks EOL

The End of Life date for v1 Webhooks is 10/31/2022. This means:

• You will no longer be able to create new v1 Webhooks or use existing connections to v1 Webhook extensions
• Apps or integrations that are using v1 Webhooks will stop working

For more information:

• Please refer to this migration guide for details and steps to migrate to v3 Webhooks
• Please reach out to support@pagerduty.com with additional questions

Important Dates:

• October 31, 2022 (v1 Webhooks EOL)

v2 Zendesk Integration EOL

PagerDuty’s v2 App for Zendesk will End-Of-Life in March 2023. Migrate now to continue to send Zendesk Support Ticket events to PagerDuty. 

You can read about the benefits of migrating to v3 in the Integrations section above. If you have any questions or concerns, please reach out to support@pagerduty.com

Webinars & Events

Join us for the following webinars and events to learn more about PagerDuty’s recent product updates and how they benefit customers. These are just a few of many:

Automating Security and Compliance with PagerDuty and AWS

Financial Services, healthcare companies, and really any business today must comply with strict regulatory  requirements, which creates a lot of manual overhead for IT operations teams and developers. Hear how Amazon Web Services (AWS) can help you build compliant workloads, and how PagerDuty can help optimize security and compliance in IT operations through automation. Learn how to streamline compliance processes while improving quality and reducing costs.

Watch now!

Event Intelligence 101 with PagerDuty University

Join Hannah Lodise as she provides an in-depth deep dive on how Event Intelligence features can help you reduce system noise, quickly troubleshoot issues, and remove manual toil — all in the name of speedier resolution. 

Register now!

Getting Started Workshop: Rundeck By PagerDuty

Join Mandi Walls, Developer Advocate, as she walks you through the basics and common use cases of Runbook Automation. In this 30 minute session she will work with you on a sample welcome project that shows you how to configure and use Rundeck Open source and steps to get the Community Welcome Project  running in your environment.

Watch Now 

PagerDuty Status Pages: The Single Source of Truth you and your customers need

PagerDuty Status Pages is now live! In this webinar, learn first hand insights into how PagerDuty and our customers are using Status Pages, and why it’s been integral for helping teams consolidate tools, drive efficiencies and breaking silos to get their customer service and engineering teams working together and keeping their customers in the loop.

Watch Now

Terraform Quarterly Roundtable
Date & Time: February 21, 2023 10:00am PT (US & Canada)

Join Mandi Walls and José Antonio Reyes from PagerDuty to hear from industry peers and share your own experiences regarding best practices, learnings, and things to consider when implementing Infrastructure as Code with Terraform and PagerDuty.

Reserve your spot today!

PagerDuty Community Twitch Stream

Join us on our Twitch channels, PagerDuty Twitch Stream and PagerDuty Community Twitch Stream, to catch up on one of our latest streams led by our Developer Advocates! Catch our past streams via the YouTube Twitch Streams Channel.

• Subscribe and get notified when we’re live and view previous recordings
• Missed one of our broadcasts? Watch any of these recent Twitch streams (PagerDuty Garage and Terraform Time) or YouTube videos:
  • Services with a Smile: Service Graph and Service Standards with Mandi Walls and Davis Godbout from PagerDuty (September 30, 2022) 
  • PagerDuty Process Automation and Rundeck Open Source v4.9.0 Release Notes with Mandi Walls, Jake Cohen, and Forrest Evans (January 17 ,2023)

View our Twitch Stream schedule to join one of our weekly ongoing streams in February!

If your team could benefit from any of these enhancements, be sure to contact your account manager and sign up for a 14-day free trial.

The post What’s New: January 2023 appeared first on PagerDuty.

If that wasn’t hard enough, you now need to do all of this with less. 98% of CEOs are preparing for a recession in the next 12 to 18 months (The Conference Board). Teams have to get more efficient, because costs are high, resources are low, and skills are scarce. Teams can’t afford to work harder–they have to work smarter. Instead of five tools to manage event correlation, diagnostics capture, incident workflows, incident communications, and customer status pages, you need one solution for end-to-end incident response. 

Today, PagerDuty is announcing new ways to drive efficiency across your digital operations. With expanded noise reduction, workflow automation, and stakeholder communication capabilities, the PagerDuty Operations Cloud is the only solution on the market that delivers end-to-end automated incident response from ingest to resolution. If you’ve only been using the platform for on-call and alerting, it’s time to consider how you could achieve your cost-optimization goals with PagerDuty.

Earlier this year, you heard about how the PagerDuty Operations Cloud is revolutionizing operations for a world of digital everything. Over 21,000 organizations rely on the PagerDuty platform to react, respond, and resolve issues quickly in real-time by: 

– Using APIs and webhooks to understand what’s happening in your environment with over 700 integrations

– Applying machine learning to help reduce the noise to signal ratio and keep teams focused on what’s important

– Automating repetitive, manual processes to deflect manual work and avoid costly escalations

– Mobilizing business-wide response for faster resolution and better customer experiences

– Learning continuously to better anticipate and prevent repeat issues

In this blog, we’ll highlight four of the key innovations coming to the PagerDuty Operations Cloud, before summarizing the full list of new capabilities. Register now for the November 3rd product launch webinar, “Evolve to Resolve: Fewer Incidents, Faster Response” to learn more and engage directly with our product team. 

Design and automate Incident Workflows to reduce manual toil and save time spent per incident

The more that automation can remove toil and take care of rote tasks in incident response, the faster teams can focus on problem identification and resolution. And the faster they can resolve an incident, the sooner they can get back to building new products and services.

Today we’re thrilled to announce that Incident Workflows is entering Early Access for PagerDuty Business and Digital Operations customers soon. Incident Workflows give teams more flexibility and control over what types of responses they want to configure for different types of incidents. This takes Response Plays to a whole different level by offering full end-to-end workflow automation, tightly integrated into ChatOps and the rest of the incident response platform. This is just the first step in our journey towards offering more extensibility for our customers to configure responses for their specific use cases. 

Users can rapidly design incident process automation via an easy-to-use, no-code interface that configures workflows that can automatically trigger based on changes in urgency, priority, or severity. For example, you can customize a major incident workflow that automatically opens a conference bridge, adds responders, and starts an incident-specific Slack channel to keep everyone in sync. 

You can also design a separate workflow for handling smaller bugs and routing them into a backlog for a team to look at later. This takes the cognitive load off the response team and makes incident response processes smoother and more consistent. 

Join the early access program now. 

Proactively manage customer relationships with real-time updates via PagerDuty Status Pages

The most important stakeholder in incident response is your customer. Mishandling external stakeholder communication around operational updates erodes trust and harms customer relationships. Without timely updates via a status page, support teams are flooded, which drives up costs.

Today, we’re happy to announce the Early Access of PagerDuty Status Page. One of our top-requested features, PagerDuty Status Page will keep your customers informed about critical operational updates happening in your system. It also saves time, reduces support volumes, and avoids context switching  with a single source of truth without requiring additional third-party infrastructure. Providing this level of visibility helps to maintain trust and transparency with valued accounts and external stakeholders.

Sign up for early access now.

More focused engineering time and fewer incidents with more flexible Intelligent Alert Grouping

Teams can’t focus on triage if they’re bombarded by an alert storm. PagerDuty has seen event data grow at nearly 3x the rate of users, outpacing technical teams’ ability to manually process and correlate it all across silos. 

We’re happy to announce a new enhancement to our AIOps-powered noise reduction suite: Flexible time windows for Intelligent Alert Grouping. A configurable time interval provides teams with more flexibility and granularity when tuning system noise on services in their specific environment. The feature is currently in Early Access for Event Intelligence and Digital Operations customers. Customers in the Early Access program saw up to a 45% increase in the average compression rate on their noisiest services in a matter of weeks.

The machine learning-driven engine will also surface recommendations for optimal time windows based on historical analysis of time between alerts. This helps teams not only maximize noise compression and minimize manual alerting grouping, but also reduce the guesswork needed by the operator and improve efficiencies.

Try Event Intelligence today: If you’re an existing PagerDuty Incident Response customer, you can start a 30-day free trial of Event Intelligence from the PagerDuty product under Account Settings. If you’re new to PagerDuty, simply start a free 14-day trial to get started today. 

Higher uptime with fewer communication snafus with best practices for streamlined communication and stakeholder management

True to our DevOps roots, PagerDuty aims to pay it forward to our customers and the industry by sharing best practices. That’s why we’ve invested in Ops Guides for anything from Service Ownership to Business Response.

We’re thrilled to announce that we have updated the Incident Response Ops Guide with new learnings that we’ve codified from our own incident response experiences. We’ve now expanded the section about communications and how to streamline stakeholder management during incident response.

Read the updated operations guide at response.pagerduty.com. 

When the wrong people are tasked with an urgent, unplanned issue, escalations will drive up the resolution time and cost. When critical stakeholders and customer service are not informed, customer experience is put at risk. New updates across the Incident Response and key partner integrations help to streamline incident response to make sure all teams have the information when and where they need it to drive to next best action. 

• Custom Fields on Incidents: Populate custom fields on incidents to provide responders with more contextual data for faster triage and resolution. This feature is planned for Early Access in early 2023. Sign up for early access now. 
• Microsoft Teams: Coming soon for general availability, the integration will feature additional incident management actions, including: changing priority, reassigning, adding responders, escalating, and performing PagerDuty Automation Actions. Learn more.
• Updates to Status Update Notification Templates: Teams can now use flexible templates to format the content and context they need for better standardized internal communications during incident response. The Rich Text Editing functionality is generally available (Learn more), while the templates functionality recently entered Early Access. Sign up for early access now. 
• PagerDuty for ServiceNow CSM: Agents using PagerDuty Customer Service Operations now have a direct line of escalation and communication with engineering on incidents in PagerDuty from the application where they work. General availability is coming soon. Learn more. 
• Mobile Updates: A new home screen experience in Early Access that streamlines the navigation to help responders access their most important incidents. Also, mobile service maintenance windows are now generally available. Temporarily disables a service, including its integrations, for a set period of time while it is in maintenance mode, right from the mobile app. Learn more.

But wait, there’s more: 

More Automation: Automation has the added benefit of distributing expertise and scaling processes to avoid overloading contributors with unplanned work and constant disruptions. Codifying and distributing subject matter expertise in the form of runbooks reduces the number of escalations required, minimizing the total number of people needed to triage, diagnose, and resolve incidents. That’s why we’ve been introducing more integrations both across our automation products and other products in the portfolio. Learn more about PagerDuty’s Process Automation portfolio here.

• Automation Actions to Runbook Automation Integration: Now generally available, Customers can now seamlessly connect to their production environments and implement diagnostic and remediation jobs in the cloud. Learn more.
• Automation Actions in CSOps for Zendesk: Now generally available, agents are now empowered to validate customer-impacting issues and by running automated actions directly from the PagerDuty app in Zendesk. This will reduce resolution time, as well as the number of incidents escalated to the back-end teams. You can read more about this integration in this blog.

 More Enhancements to Access Controls and Analytics:

• More than 700 integration partners: With 80+ new integration partners introduced this year, PagerDuty snaps seamlessly into any stack. Learn more about our integration partners.
• Webhooks v3: Managing webhook integrations is easier than ever. Generally available Webhooks v.3-based integrations will be visible and editable under the Service Directory UI under the Integrations tab. Learn more.
• API Scopes: Securing access to PagerDuty resources is becoming more granular, so you can grant the right level of access for every use case. Planned for Early Access, Scoped API access provides more flexibility with application credentials that control access and available actions on PagerDuty resources, such as account level access credentials with differentiated read-only versus read and write permissions on PagerDuty Incidents. https://www.pagerduty.com/early-access/
• Updates to Login experience: Planned for Early Access, this feature provides a single, streamlined login experience for PagerDuty no matter where you’re using it: web, mobile, Slack integration. Keep an eye out for this new experience on mobile and web later this year.
• Updates to Service Performance Report & Incident Activity Report: Surface actionable insights and opportunities for continuous improvement with new reports featuring new visualizations, more interactivity, intuitive drill-down capabilities, and additional filtering options. These reports are currently in Early Access for Digital Operations and Analytics customers. Learn more. If you are a Professional or Business Incident Response customer, reach out to your account team to try this out for your team. 

Register now for the product launch webinar “Evolve to Resolve: Fewer Incidents, Faster Response” to learn more about any of these announcements. Ready to get started? Contact sales or sign up for a 14-day free trial to get started.

The post 4 New Product Announcements to Help Teams Do More with Less appeared first on PagerDuty.

With the announcement of their Fall 22’ Review awards, PagerDuty has been named a

As more organizations adopt PagerDuty for incident response, 96% of users continue to rate PagerDuty highly, with 4 to 5 stars in G2! Here are some of the key reasons why we’re a leader in incident management:

1. 92% of users believe PagerDuty meets their requirement for incident management.
2. 92% of users think the quality of support is a key reason to continue with us.
3. Over 93% of users voted that PagerDuty’s highest-rated features are “ticket assignment,” “timely alerts,” and “constant monitoring.”

Even our lowest rated features for Incident Management exceed the category average.

In addition to our “Leader” distinction in Incident Management, G2 further recognized PagerDuty’s strengths with 8 additional Leader badges across a number of different categories for their Fall 2022 review awards. These other badges include Best Results in the Enterprise, Most Implementable in the Enterprise, and Leader in Enterprise, Mid-Market, and Small Business.

What’s most exciting about these additional distinctions is that PagerDuty was named a leader across all business size segments. This speaks to the value any organization can receive from PagerDuty regardless of their size or industry.

PagerDuty is also the overall category leader in G2’s Enterprise Implementation Index for Incident Management for Fall 2022 AND G2’s Incident Management Results Index for the Enterprise. Taken together, these accolades speak to how quickly enterprises can not only go live with Pagerduty, but how fast they begin seeing immediate results and ROI from their investment. 

Additional G2 Recognition 

When we look beyond G2’s incident management category, PagerDuty was further recognized as a Fall 22’ leader in three additional market categories G2 tracks: AIOps, IT alerting and Workload Automation. 

AIOps

IT Alerting

Workload Automation

We want to hear more from our customers  

We have hundreds of outstanding G2 reviews from our customers worldwide, and always want more. Here are some actual customer reviews from an enterprise leader, a product owner, and an administrator.

Edgar D., IT Consultant, Enterprise

Excellent platform for incident management  

“PagerDuty is highly scalable and we seamlessly integrate it with a variety of software to better our response time to incidents. It offers us unified particulars on incident occurrence ensuring straightforward response and accuracy during examination. The finest part of PagerDuty is how prompt alerts are. We are now able to manage on-call schedules in a much more advanced and faster manner. It has a legitimate portal that allows for easy navigation when we are submitting tickets or searching for the latest tickets.”

John B, Data Product Owner, Enterprise

PagerDuty use for on call DBAs 

“PagerDuty allows my team to manage on-call schedules across time zones and makes it easy to manage the on-call schedule on the fly as needed. PagerDuty offers competitive pricing, which makes it easy to manage in your budget. The connectivity to other messaging or even providers means you get the alert in a way that suits your business operations.”

Administrator in Information Technology and Services, Enterprise

PagerDuty is the glue that connects all the moving parts in our after-hours operations 

“PagerDuty can be configured to meet every requirement we have, and the few times I couldn’t intuitively discover the options needed, support was able to resolve the issue.”

Want to learn more about PagerDuty Incident Response and how it works? Participate in the free 14-day trial and experience how PagerDuty can empower your teams with faster time and efficiency, and drive innovation across your Operations Cloud.

On November 3, 2022, join our SVP & GM of Emerging Products, Jonathan Rende, and the senior product team for a deep dive into Incident Workflows, Status pages and notification templates, Flexible time windows for Intelligent Alert Grouping, and much more.

The post PagerDuty Named a G2 Leader for Enterprise Incident Management Software appeared first on PagerDuty.

When it comes to incident response, it’s critical that these new cloud environments seamlessly integrate with an organization’s existing critical applications and services—both old and new. In light of enhancing service quality and making it easier for responders to cross that bridge of expertise, we are excited to announce the immediate availability of new AWS plug-in integrations for automated diagnostics.

New AWS Plugins for Automated Diagnostics

Our new AWS plugins for Automated Diagnostics help provide deeper coverage for customers that are also users of AWS, making it easier to get up and running with automated diagnostics in their AWS environment quickly.

The new AWS plugins for Automated Diagnostics include:

• CloudWatch Logs plugin. This plugin retrieves diagnostic data from AWS infrastructure and applications. Now users can more easily run automated diagnostics for AWS across multiple accounts and products.
• Systems Manager plugin. This plugin allows for faster execution and accuracy for tasks such as configuration management, patching, and deploying monitoring and security tooling agents. Users are now able to apply automation to the above tasks for faster execution.
• ECS Remote Command plugin. This plugin provides a mechanism to execute commands on containers. This enables developers and operators to retrieve diagnostic data from their running applications in real-time before redeploying their services.
• Lambda Custom Code Workflow plugin. Create, execute, and optionally delete a new Lambda function with the custom code provided in a Job step as its input. Execute custom scripts as steps in jobs without having to install any software.

Sound complex? Don’t worry, we thought of everything :).

New Auto-Diagnostic Job Templates for AWS Users

We also released new pre-built templates for AWS, so you can start enhancing incident details for your specific environments immediately. These are purpose-built to be used with minimal configuration. Instead of starting from scratch, users now have a library of curated, ready-to-use job definitions that retrieve data for investigating, debugging, and triaging incidents during a response.

New users can start automating diagnostics for AWS faster and existing users can easily add AWS diagnostics to their existing PagerDuty Process Automation project.

Some example job templates include:

And this is just the tip of the iceberg! We will continue to develop and build upon our existing plugins to ensure our customers that use AWS are well-equipped to invoke automation wherever it is needed, including providing some interactive guides.

Want to learn more about common diagnostics? Register for our webinar event, “Common Diagnostics for Common Components,” on September 14th. Request a demo to see automated diagnostics with PagerDuty Process Automation in action.

Already using PageDuty Process Automation? Check out the Automated Diagnostics solution guide to see the end-to-end process of achieving the full solution.

The post New! Common Automated Diagnostics for AWS Users appeared first on PagerDuty.

To be ready for anything in light of this increasing digital complexity and dependencies, operations must transform from manual, rigid, and ticket queue-based, to a continuously improving system that allows focus on customer experience, delivers operational speed AND resilience, and is heavily automated and augmented by machine learning and AI. Only then can teams move toward a more proactive posture to reduce the burden of manual toil, avoid burnout, and preserve focus. 

PagerDuty’s mission is to revolutionize operations so that teams spend less time on reactive, break-fix work, and more time delivering new innovation while meeting their desired resiliency objectives. We see this future of operations extending beyond the digital teams that build and run software, to all teams in the organization. 

At Summit 2022 we are announcing several updates to the PagerDuty Operations Cloud that move teams towards this vision. 

Automate Everywhere

PagerDuty helps customers automate their operations. With PagerDuty, organizations can accelerate responses to urgent IT incidents, customer issues, and even non-urgent day-to-day operations. 

Today, at PagerDuty Summit, PagerDuty is announcing new automation capabilities for creating custom incident response workflows, focusing responders on issues that matter, more ways to speed up MTTR through automated diagnostics and remediations, and more power for your customer service agents to proactively support your customers.

Incident Workflows: First, we’re excited to share that PagerDuty is integrating the powerful Catalytic workflow engine to support customizable Incident Workflows. With Incident Workflows, you define the workflow logic to configure a sequence of common incident actions—such as adding a responder, subscribing stakeholders, or starting a conference bridge—into an orchestrated response. These workflows run automatically, triggered by common events like a change in priority. Learn more in this summary of what’s new in PagerDuty Incident Response.

Auto-Pause Incident Notifications: Responders can also use automation to avoid unnecessary disruption. With PagerDuty Event Intelligence, responders can suppress transient noise with Auto-Pause Incident Notifications. This feature applies machine learning to automatically detect and pause transient alerts that historically auto-resolve themselves. For customers who experience these types of alerts, this can make a big difference in helping teams stay more productive, or better yet, stay asleep when they don’t need to be woken up by something that will self-heal. In just the first three months after release,  Auto-Pause Incident Notifications paused more than 350,000 flapping alerts. 

Learn more about Auto-Pause Incident Notifications on our website.

Automation Actions… everywhere: We’ve heard from our customers that they want to empower their first responders to diagnose and remediate common issues through automation. Last year, we introduced PagerDuty Automation Actions to securely invoke automation directly from PagerDuty. Now we’re making Automation Actions available through the PagerDuty mobile app, and within Slack. Responders can now resolve issues faster from wherever they respond, and it’s easier to collaborate with incident teams through shared results of this automation.  

But why wait for a responder to run common diagnostics? Event Orchestration users can now trigger these same automated diagnostics proactively even before your first responders acknowledge an incident, giving them the information they need to act faster. These same triggers can also attempt self healing for well known issues, only paging humans if the most likely automated fix fails to resolve an issue. 

Finally, we’ve extended this ability to provide automation to your customer service teams. Your customer service agents can now invoke automated validation tests from PagerDuty Customer Service Ops to determine if a customer’s issue is related to a system problem, and proactively receive information about known problems that could potentially be affecting their customer’s experience. 

Read more in our update blog post on Automation Actions. 

PagerDuty Runbook Automation: PagerDuty is making it easier for our customers to orchestrate automated diagnostics, remediations, and day-to-day operations through our recently launched SaaS offering PagerDuty Runbook Automation. PagerDuty Runbook Automation is based on the PagerDuty Process Automation software, and provides access to the same development and runtime environment without having to host a cluster. Its plugins allow teams to easily incorporate their infrastructure as nodes and reuse automation in end-to-end orchestrated job definitions. 

Use PagerDuty Runbook Automation to create business-relevant automation to speed up incident response, customer service, developer experience, and compliance. Learn more about optimizing cloud operations with Runbook Automation. 

Connect Everyone & Everything

The number of different systems in the modern digital landscape has exploded. Keeping systems and teams synchronized is critical to have a complete picture of what’s happening and what needs attention. With APIs, webhooks, and over 650 integrations, the PagerDuty Operations Cloud integrates with your tech stack, breaking through silos so that teams can work better together and provide customers with a better experience.

Status Update Notification Templates: PagerDuty has added new ways to keep internal stakeholders updated. Now you can standardize internal communications during incident response with HTML templates. For example, customize responses in a rich text editor and add images, screenshots, or graphs. Learn more about Status Update Notification Templates.

PagerDuty for Salesforce Service Cloud updates: Customer service agents are on the front lines during an incident and shouldn’t be left in the dark. This is where PagerDuty Customer Service Operations comes in. 

With our deepening integration with Salesforce Service Cloud, PagerDuty for Customer Service Operations creates a real-time link between DevOps, ITOps and Customer Service teams with Salesforce Incident Objects and cases. This creates a single source of truth that brings all teams together. Agents are now fully empowered to engage and collaborate across teams to help resolve customer impacting issues. Learn more about updates to PagerDuty Customer Service Operations. 

CollabOps updates: CollabOps has become the way in which many teams work and communicate in real-time. We’ve simplified our integration with Slack with a single connection management page. And Google recently built a new integration: PagerDuty for Google Chat. Learn more about PagerDuty for Google Chat.

Deliver Speed and Flexibility

When it comes to incident response, it often feels like nothing can happen fast enough. Time is often wasted swiveling between systems to get information, manually reviewing notifications, and digging through interfaces to find what you need. Helping teams focus helps them work – and drive to resolution – faster. That’s why we’ve prioritized building features designed to help responders get what they need quickly, wherever and however they need it, so that PagerDuty can fit seamlessly within the way that each of our customers uniquely approach incident response processes. 

Custom Fields on Incidents: It starts with surfacing information where you need it most. Today, PagerDuty is announcing Custom Fields on incidents. Custom fields give responders access to critical contextual information from any surface, whether API, web, mobile app, or SMS. With more information pulled into custom fields, responders can triage and resolve issues faster. 

PagerDuty mobile app updates. We’ve also redesigned the home screen of the PagerDuty mobile app. Key responder careabouts are now front and center, further accelerating incident resolution. With a single tap, responders can view details and take action. The carousel displays all options for responders to gain understanding while on the go. This feature is in Early Access now – to get access, sign your account up here. 

Terraform support for Event Orchestration: Event Orchestration helps teams cut down on manual event processing by harnessing complex logic and rule nesting. We’re seeing customers replace ten Event Rules with a single Event Orchestration — that’s 90% more efficient! 

For customers who have been asking about more Terraform support with Event Orchestration to use as a part of their Infrastructure-as-Code practices, we heard you! You can now configure orchestrations in Terraform to easily create, manage, and modify orchestrations at scale. Check out the Terraform provider documentation.

Continuously Improve

An incident doesn’t end with resolution. Investing in culture, implementing best practices, and learning from what happened in previous incidents helps teams build resilience. 

Service Standards: As customers mature their digital operations, they often want to standardize what ‘good’ looks like across teams. With Service Standards, teams can configure services according to best practices. For example, account owners can audit things like service dependencies, or a service’s Escalation Policy with multiple levels. Service Standards provide custom guardrails to help scale service ownership across the entire organization. Learn about Service Standards. 

Next generation reports: Developing a more proactive operational posture starts with understanding how things are working today. From there, teams can identify opportunities for fine-tuning and improvement. Newly enhanced reports in PagerDuty help teams make better data-driven decisions. 

First up: the Service Performance Report has new interactive visualizations, intuitive service drill-down capabilities, a new Response Effort metric measuring the engagement time to solve an incident(s), and more filtering options to help prioritize your incidents. Stay tuned for updates to the Incident Activity, Escalation Policy, and Responder Health reports.

Register now for PagerDuty Summit to learn more about any of these announcements, both in the keynotes and deeper dive virtual breakout sessions. Ready to get started? Contact sales or sign up for a 14-day free trial to get started.

Follow us on our blog, Twitter, LinkedIn, Facebook, Instagram, or Twitch channels for the latest PagerDuty news and insights. 

The post Ready for Anything with the PagerDuty Operations Cloud appeared first on PagerDuty.

As organizations flock to the cloud and begin to transition and transform from a centralized, monolithic architecture to a hybrid environment, this newfound freedom can lead to more incidents due to the dynamic nature of the cloud.  Organizations will look to adopt and align new technologies, operating processes, and people as they look to scale and grow in the cloud.

Own To Innovate

Adopting Service Ownership is paramount for a successful transformation. It’s the “you build it, you own it” framework that puts your developers closer to your customers in order to speed up innovation and deliver high-quality code. With this newly gained freedom to move faster and innovate, organizations are able to deliver more value to their customers. However, this newfound freedom can also cause downtime that will impact your customers, put your brand at risk, pull your developers away from planned work, and ultimately slow down the pace of innovation. 

In the cloud, the majority of incidents occur at the application level, so it’s critical to have complete visibility across all your services, quickly orchestrate a streamlined response, and automate as much as possible to fix issues without human intervention. In order for businesses to scale, grow, and move fast, automation plays a key role in operational maturity, by freeing up developers’ time so they can innovate more without sacrificing the customer experience and dealing with tickets. 

The PagerDuty Operations Cloud helps digital businesses manage all aspects of urgent and mission-critical work. It integrates into and across enterprises, people, and technology to identify, escalate, automate, and resolve urgent and time-sensitive work for these businesses before customers, employees, or the business’s reputation are impacted. 

Automate to Deliver More for Customers

PagerDuty® Process Automation On Prem and PagerDuty® Runbook Automation provide an automation platform that allows cloud ops teams to standardize and automate operational procedures, and then safely delegate them as self-service requests to other stakeholders. AWS Console, administrative functions, instances, and software can all be incorporated as nodes and steps in automated sequences. Integrations with SSO, secrets management, and job-level audit logging ensure proper access control and compliance.

With PagerDuty Process Automation and PagerDuty Runbook Automation, teams can: 

• Resolve requests in minutes without human intervention or by giving first responder automated runbook actions 
• Optimize security and compliance with authentication, access control, logging every activity, and providing context checking to ensure users only invoke actions at the right times
• Spend more time innovating for our customers rather than being pulled away to close tickets and manage incidents 

Not sure which version to choose? Check out our blog “Five Considerations for Choosing Self-Managed Automation vs. SaaS Automation” for some suggestions.

Check out our Automation offerings here and learn more in our upcoming webinar on May 26th.

The post Now Available on AWS Marketplace: PagerDuty® Runbook Automation and PagerDuty® Process Automation On Prem appeared first on PagerDuty.

As a company, we prioritize action to complement our intentions. We have provided resources for our employees to donate or volunteer, and are working actively with non-profit partners on opportunities to provide direct assistance or support relief efforts in the region. 

PagerDuty has an established culture and history of responding to the needs of our global community. We will continue to make PagerDuty available, for free, to those organizations driving Ukrainian humanitarian aid, organizing relief, and coordinating evacuations. Communicating with speed, fidelity, and flexibility to the right people at the right time is essential for the success of their efforts. We will provide customer support to rapidly ramp new users.  

PagerDuty does not conduct business with any Russian state-owned entities or entities within the Donbas or Crimea regions of Ukraine. In solidarity with the broader international business community, we are suspending all work with the limited number of Russian customers we do engage with and no new accounts will be accepted from Russia. We are actively monitoring our service and security, and enforcing guidelines laid out in our Acceptable Use Policy. If we detect any inappropriate use of our platform, we will act swiftly. 

We will continue to follow the events unfolding in Ukraine, and to search for ways to support the brave Ukranians standing up for their people, their country, and their sovereignty. While we will hope for a peaceful and just conclusion to the conflict, we will also actively seek ways in which to leverage our expertise and our platform in aid of what we know is right.  

Organizations to Support

• International Medical Corps – Ukraine Fund: PagerDuty.org partner providing primary and emergency health services from medical professionals in Ukraine and in neighboring countries. 
• UNHRC: Delivering on-the-ground emergency aid to refugees fleeing Ukraine.
• Save The Children – Ukraine Crisis Relief Fund – aims to reach 3.5m children and their families with immediate aid, such as food, water, hygiene kits, psychosocial support and cash assistance. 
• Nova Ukraine: Ukrainian nonprofit currently delivering humanitarian relief and helping displaced people that must relocate to other regions.
• Voices for Children: Working on-the-ground with psychologists to support Ukrainian children affected by the ongoing crisis.

The post Support for Ukraine | Company Statement appeared first on PagerDuty.