Today, organizations aim to deliver flawless digital experiences because they recognize that one positive or negative interaction can make or break a brand. PagerDuty plays a critical role in helping companies become modern enterprises by allowing them to embrace new technology, while reducing time and costs, increasing productivity, and protecting and growing revenue. We are advancing our mission to revolutionize operations and build customer trust by anticipating the unexpected in an unpredictable world.

The focus for everything that PagerDuty creates is the Operations Cloud, the platform for mission-critical, time-critical operations work in the modern enterprise. Our platform is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business. The PagerDuty Operations Cloud is behind our customers’ success stories, enabling them to thrive in today’s digital-first era. From incident response to AIOps, process automation to CSOps, modern enterprises are placing their trust in PagerDuty to navigate the complex world of digital operations. 

According to Gartner, “Traditional approaches to IT service management aren’t suited to modern hybrid cloud environments and faster service delivery times. Infrastructure and operations leaders must understand the hype around new technologies, such as generative AI and process automation, and how they affect ITSM strategies and business value.”

Gartner Hype Cycles provide a graphic representation of the maturity and adoption of technologies and applications, and how they are potentially relevant to solving real business problems and exploiting new opportunities. Gartner Hype Cycle methodology gives you a view of how a technology or application will evolve over time, providing a sound source of insight to manage its deployment within the context of your specific business goals. 

So where exactly have we been mentioned in the Gartner Hype Cycle reports? Here’s a snapshot:

• Hype Cycle for Monitoring and Observability, 2023 (July 2023) [AIOps, Automated Incident Response, Site Reliability Engineering, Service Operations]
• Hype Cycle for Compute, 2023 (July 2023) [Infrastructure Orchestration]
• Hype Cycle for Infrastructure Platforms, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]
• Hype Cycle for Data Center Infrastructure Technologies, 2023 (July 2023) [Infrastructure Orchestration]
• Hype Cycle for I&O Automation, 2023 (July 2023) [Infrastructure Orchestration, Site Reliability, AIOps Platforms, SOAP, Automated Incident Response]
• Hype Cycle for ITSM, 2023 (July 2023) [AIOps, Automated Incident Response, Site Reliability Engineering, Service Operations, Swarming Support]
• Hype Cycle for Site Reliability Engineering, 2023 (July 2023) [Infrastructure Orchestration, SLO Management, Automated Incident Response, AIOps Platforms, SLIs/SLOs]
• Hype Cycle for Cloud Computing, 2023 (July 2023) [Site Reliability Engineering]
• Hype Cycle for IT Management Intelligence, 2023 (July 2023) [AIOps Platforms]
• Hype Cycle for Infrastructure Strategy, 2023 (July 2023) [Site Reliability Engineering]
• Hype Cycle for Operating Models, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]
• Hype Cycle for Agile and DevOps, 2023 (July 2023) [Site Reliability Engineering, AIOps Platforms]

In an always-on digital world, we’re here to optimize digital operations, expand our market reach through R&D, and, most importantly, solve tangible business challenges for our customers. We believe today’s announcement underscores our dedication to this optimization and transformation. We’re grateful for this recognition and for our loyal customers, but we know the best is still yet to come. Join us on our journey as we continue to empower enterprises worldwide and shape the future of digital operations management!

Gartner Research Methodologies, ” Gartner Hype Cycle”, “August 16, 2023”, https://www.gartner.com/en/research/methodologies/gartner-hype-cycle

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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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.

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New solutions for the new world of work

During our Summit, we covered a lot of ground. We discussed how PagerDuty solves the mismatch between modern work realities and the systems we have in place to do that work. We talked about how PagerDuty is more than on call management or even incident response, but rather, the Operations Cloud for improving operations with data and machine learning, so humans can focus on more beneficial, meaningful tasks. 

We also announced a slate of new tools and automation capabilities, including: 

• Incident Workflows: later this year, you will be able to define an orchestrated response using “if-this-then-that” logic. For the responder, this means creating a sequence of common incident actions, or customizing workflows based on your organization’s bespoke processes. And as you learn from each incident, you can feed those learnings back into your workflows, or even add custom fields to give responders more contextual data for faster triage and incident resolution. You can learn more here.
• Event Orchestration: this powerful decision engine, launched earlier this year, allows teams to create custom logic to enrich, modify, and control routing based on event conditions. Now we’ve added  Terraform Support to make event orchestration even more flexible for configuring, maintaining, and updating events at scale. 
• Automation Actions: these are now integrated with Event Orchestration, so if a CPU warning event occurs, deep diagnostics will kick in at time 0. We’ve also integrated Automation Actions into our Customer Service Ops offering, as well as into our Mobile and Slack experiences. Learn more about Automation Actions here.
• Custom Status Updates: we’ve added Status Update Notification Templates – including rich text editing and visuals — to format the content and context of incident responses. After all, you want your internal communications to answer questions, not raise new ones. 

Our journey continues 

There’s much more in store from PagerDuty. We’re not slowing down, ensuring you can spend more time on fulfilling and interesting work. It’s time to revolutionize operations – to offload the routine tasks to machines, and direct more energy toward your customer. Data should be in service of us, not the other way around. 

Being ready for anything in a world of Digital Everything doesn’t mean sacrificing human attention – it’s about putting that attention where it matters most. Technology should be intuitive and seamless, so that humans can deliver personalized support and foster peace of mind. 

We’d love to hear about your journey and how you are preparing for a world of Digital Everything. If you attended Summit, what did you learn and how will you use that knowledge in your work? What else would you like to see from us in the coming months? Whether you attended this year’s event or are thinking about participating next year, your opinions and perspectives will help us do our best, so you can do yours. 

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

The post Summit Recap: How to Adapt to a “Digital Everything” World appeared first on PagerDuty.

Welcome to the world of Digital Everything, where software is woven into countless business processes from HR, legal, supply chains and more. But while innovation brings amazing improvements and new possibilities, it can also lead to data overload and unwelcome operational complexity. 

We’ve done our part this past year to stem the tidal wave of needless digital noise. Our Noise Reduction capability reduced noise from alerts by 98%; new releases such as Auto-Pause Incident Notifications further reduce transient clutter, Event Orchestration processes event data with 90% more efficiency, and Probable Origin helps you zero in on root cause without having to wade through system logs, change logs and the usual telemetry. 

We’re proud of what we’ve achieved. But our future – and yours – is just getting started. 

Technology that empowers people 

Our vision is AI-powered digital automation management that elevates humans by giving them tools to make better decisions. When you reduce data overload and operational complexity, you can do more fulfilling and forward-looking work. 

For example, we have seen event data grow at nearly 3x the rate of users. This probably isn’t surprising that we’re generating massive amounts of data that outpaces us humans. And with looming inflation and a tight labor market, humans are becoming more expensive, which means organizations must get more efficient about processing all these events. 

In other words, we need to offload to machines if we are to advance – not to mention hold on to our sanity.

PagerDuty Summit – Ready for Anything in a World of Digital Everything

The future is the focus of this year’s PagerDuty Summit. Whether you attend live or online, the Summit is the best place to learn new ways to orchestrate, accelerate and elevate your critical work. 

Summit is about creating more opportunity for yourselves and the organizations who depend on you. Among other things, we’ll talk about how the PagerDuty Operations Cloud is solving problems and revolutionizing operations beyond the developer. 

From APIs to machine learning to automation, we’ve changed the game for developers and SREs who are on call to support software and deliver a great customer experience. But it’s more than just that – now all teams, not just technical, need to leave the tedium to the machines. Human attention should be spent innovating with data, not processing it at the expense of customer relationships. 

Whether you’re a responder, a manager or even an executive, we have the content for you. Summit will teach you how to spend less time reacting, and more time building. You will come away from the experience with new ideas and skills, so you can truly be ready for anything that the world of Digital Everything throws your way.

Visit our Summit registration page for details and to secure your place before time runs out! Dates and locations are as follows: 

• June 7: Virtual, San Francisco 
• June 15: Four Seasons, Sydney
• June 21: The Brewery, London

The post PagerDuty Summit: The Future of Work Starts Here appeared first on PagerDuty.

This new capability enables us to automate repetitive work across the enterprise. This can include things like employee, customer and partner onboarding for business operations, sales and pipeline reporting for revenue teams, and any type of collaborative content review process like contracts, agreements, hiring and purchasing. In fact just about any existing repetitive workflow can be quickly adopted using an intuitive interface that requires no technical knowledge or coding whatsoever. 

Automation has always been at the forefront of PagerDuty’s focus on managing critical work. As the world becomes more unpredictable, the complexity of digital operations and the velocity with which companies conduct business continues to accelerate. Companies poised to win are the ones that empower their teams with automation in order to spend more time on innovation. Taxing people with repetitive tasks is unscalable and results in extra strain for your most skilled and limited resources, your employees.

When primary digital services are unavailable the business impacts can be astounding, so initially, we focused on automating major incident response for your highly skilled (and paid) developers and technical teams. PagerDuty pioneered automated incident response and automatic reactions when an incident occurs. We then turned to automating event management to reduce noise and false alarms and injected logic at machine time with Event Intelligence. In October 2020, we closed on the acquisition of Rundeck which we rapidly integrated onto the platform. This armed responders with task automation through runbooks, automated diagnostics, and automated remediations that drastically reduce the time it takes to solve problems and puts the power to do so in the hands of first responders, saving developers and highly skilled teams interruptions and escalations altogether.

With the addition of Catalytic capabilities and their skilled automation team, we expand on our scope, beyond just business critical digital services and into any business workflow across the enterprise. Removing redundant tasks and processes and ensuring service levels are met and exceeded across the business with as little human oversight as possible.

Today PagerDuty is tackling all repetitive operations work across the entire enterprise, focused on providing business-wide process automation and mobilization capabilities to any employee for any situation. 

We are beyond excited to expand our capabilities across the enterprise. As businesses become customer centric and digital services power every facet of our businesses, The PagerDuty Digital Operations Platform will expand to support every employee’s repetitive work, removing tasks and unnecessary interruptions so they can focus on what matters most. We will rapidly integrate Catalytic’s capabilities, like we did with Rundeck before them, and deliver a unified and integrated experience in short order.

Businesses have grown to trust PagerDuty with their most critical services. We’re excited to build on that trust and support your entire organization’s operations processes into the future.

Safe Harbor Statement

This communication contains “forward-looking statements” that are based on PagerDuty’s beliefs and assumptions and on information currently available to PagerDuty as of the date of this communication. Forward-looking statements include, but are not limited to, statements regarding [the anticipated timing of the consummation of the acquisition (if at all)], the expected benefits of the acquisition, the ability to successfully integrate Catalytic into PagerDuty’s business, the impact of the acquisition on PagerDuty’s products and services, and the capabilities of Catalytic’s products and services. There are a significant number of known and unknown risks, uncertainties, and other factors that could cause PagerDuty’s actual results, performance, or achievements to be materially different from those expressed or implied by the forward-looking statements, including: difficulties encountered in closing and integrating the merged business, technologies, personnel and operations; costs related to the acquisition; market acceptance of the acquisition and resulting products and services; PagerDuty’s inability to realize value from its significant investments in its business, including product and service innovations; and general market, political, economic and business conditions.

Additional information on potential factors that could affect PagerDuty’s financial results is included in the company’s Quarterly Report on Form 10-Q for the quarter ended October 31, 2021, which is on file with the U.S. Securities and Exchange Commission and PagerDuty’s other filings with the SEC. Except as required by law, PagerDuty undertakes no intention or obligation to update or revise any forward-looking statements or to update the reasons actual results could differ materially from those anticipated in the forward-looking statements, whether as a result of new information, future events or otherwise.

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