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Bringing ITSM solutions and Devops alignment: Incident Management for the agile

Organizations have unprecedented external and internal demands challenging them. From hybrid infrastructures to continuous development models, organizations have new pressures to adopt agile ways to deliver modern applications and critical services, while keeping the legacy infrastructure running - IT as we know it has to change. Join us as we examine what changes need to happen, to get legacy IT Operations environments ready to meet the requirements of the modern Devops operational environment, where agility supports legacy.
Recorded Jul 6 2016 39 mins
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Presented by
Manish Kalra Director, Product Marketing PagerDuty
Presentation preview: Bringing ITSM solutions and Devops alignment: Incident Management for the agile

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  • DevOps at Scale: Using AWS & PagerDuty to Improve Growth & Incident Resolution Recorded: Oct 19 2017 39 mins
    Thomas Robinson, Solutions Architect, AWS & Eric Sigler, Head of DevOps, PagerDuty; Christopher Hoey, SRE, Datadog
    Meeting the demands of everchanging IT management and security requirements means evolving both how you respond to and resolve incidents. It’s critical for organizations to adopt a scalable DevOps solution that integrates with their current monitoring systems to enable collaboration across development and operations teams, reducing the mean time to resolution.

    PagerDuty works with AWS services like Amazon CloudWatch, to provide rapid incident response with rich, contextual details that allow you to analyze trends and monitor the performance of your applications and AWS environment.
  • Introduction to Being an Incident Responder Recorded: Sep 28 2017 30 mins
    Eric Sigler - Head of DevOps @ PagerDuty
    Best practices to succeed during major incident response

    What do you do when the unexpected happens and causes customer-impacting downtime? It’s of the utmost importance that you are prepared and can get our systems back into full working order as quickly as possible. It’s crucial to have a well-defined strategy to come together as a team, work the problem, and get to a solution quickly.

    Drawing from the experiences of thousands of operationally mature teams, this incident responder training will help you gain the understanding required to help support your team’s success when mitigating customer-impacting issues.

    Join us to learn:
    •What is incident response?
    •The roles involved in incident response
    •How to incorporate learnings from previous incident responses
    •Skills for success
  • The Definitive Incident Resolution Lifecycle for Modern Ops Recorded: Sep 20 2017 39 mins
    Dave Cliffe, Group Product Manager, PagerDuty & Sean Higgins, Product Manager, PagerDuty
    The stakes of managing complex infrastructure continue to increase alongside the ever-increasing costs of outages. And while many IT Operations teams are investing in monitoring and ITSM tools to detect issues, they are often forced to react to high volumes of event data without context and without any consistent, well-defined processes. This leads to costly operational inefficiencies, employee burnout, and extended customer downtime. In this webinar, you'll learn how to:

    •Optimize your ITSM toolsets by integrating people, data, and processes
    •Maximize cross-functional transparency and consistency
    •Prioritize incidents with well-defined rules
    •Automated troubleshooting and remediation
    •Improve problem management with postmortems and continuous learning across your team
  • Introduction to Being an Incident Commander Recorded: Jul 25 2017 45 mins
    Eric Sigler - Head of DevOps @ PagerDuty
    During a major customer-impacting incident, every minute counts. The team must work together seamlessly and quickly to a successful resolution — and that’s done best with an Incident Commander driving coordination.

    An Incident Commander is tasked with being the decision maker, delegating tasks and listening to input from subject matter experts in order to bring the incident to resolution. This is a critical role and there are essential best practices you must follow to get it right.

    Join us to learn:
    •What is an Incident Commander?
    •The role and responsibilities of an Incident Commander
    •Incident call procedures and terminology
    •Incident commander skills for success
  • Introduction to Being an Incident Commander Recorded: Jul 12 2017 40 mins
    Eric Sigler - Head of DevOps @ PagerDuty
    During a major customer-impacting incident, every minute counts. The team must work together seamlessly and quickly to a successful resolution — and that’s done best with an Incident Commander driving coordination.

    An Incident Commander is tasked with being the decision maker, delegating tasks and listening to input from subject matter experts in order to bring the incident to resolution. This is a critical role and there are essential best practices you must follow to get it right.

    Join us to learn:
    •What is an Incident Commander?
    •The role and responsibilities of an Incident Commander
    •Incident call procedures and terminology
    •Incident commander skills for success
  • Better incident Management with ChatOps Recorded: Jun 27 2017 27 mins
    Sidd Singh (Senior Product Manager)
    ChatOps — conversation-driven development -— is changing the way development and operations teams work, helping increase productivity by an average of 32% and team transparency by 80.4%. By bringing your tools into your conversations, you can automate tasks, develop, and fix issues more effectively by learning and working in a single environment.

    Join us as we share use cases and examples of how to leverage ChatOps for better collaboration with more flexibility and speed than ever before. We share and demo our ChatOps extensions to popular chat tools, including HipChat, Slack, Flowdock, Cisco Spark, and more!

    You’ll discover how to:
    - Streamline ChatOps incident management
    - Leverage message buttons to increase speed during response
    - Easily fix issues in context without toggling between tools
    - Automate ops-related tasks with bots and slash commands
    - Enforce user permissions and analytics
  • What’s New With PagerDuty Recorded: Jun 26 2017 60 mins
    Dave Cliffe (Group Product Manager), Sidd Singh (Sr. Product Manager), Ashish Jotwani (Product Manager)
    Learn more about PagerDuty’s newest innovations that enable you to deliver better software and customer experiences.

    In this webinar, we demonstrate the following capabilities:

    - Alert Filtering & Search — Filter, sort, and search for specific alerts using normalized fields such as severity, summary text strings, services, source, component, etc. Minimize cognitive load as you investigate your alerts.
    - New Atlassian Integrations — Create JIRA tickets via PagerDuty incidents with the new JIRA Software integration and eliminate tool toggling when resolving incidents with our best-in-class HipChat extension.
    - Custom Incident Actions — Leverage rich in-app extensibility to create custom actions that are directly accessible within PagerDuty incidents.
    Major Incident Sync to ITSM Tools — Seamlessly integrate with any ticketing system, have full control over what PagerDuty information syncs with your tools, and classify incidents using your organization’s priority scheme.
    - Post-mortems — Get better at resolving and preventing incidents by streamlining the post-mortem process with automated timeline creation, collaborative editing, actionable insights, and more.
  • Reach On-Call Teams Faster With Live Call Routing Recorded: Mar 6 2017 30 mins
    Tyler Wells, Customer Support & Success Manager, PagerDuty
    Prevent incidents from becoming business-impacting by notifying the on-call team immediately. With Live Call Routing, anyone can reach your on-call teams in real-time to report incidents simply by calling a phone number. Teams can ensure incidents are received and resolved faster.

    Join us as we showcase configuration and real product examples of how PagerDuty’s Live Call Routing capability is enabling improved visibility and response times for customers.

    Discover how Live Call Routing provides:
    - Automatic call forwarding via schedules and escalations
    - Triggered incidents with just a phone call
    - Phone tree to reach specific teams
    - Global numbers
  • Full-Stack Anomaly Detection and Response Orchestration Recorded: Mar 6 2017 28 mins
    David Cooper, Product Manager, PagerDuty
    Microservices architectures have unleashed unprecedented amounts of application data on organizations. More often than not, there’s no way to correlate data coming from siloed tools looking at only a single part of critical apps or infrastructure, making it difficult to understand the overall health of the digital business, diagnose the root cause when service disruptions occur, and coordinate a response in real-time.

    With PagerDuty’s Operations Command Console, you can visualize the health of applications, services, and infrastructure while managing incident response workflows all in one place to easily mobilize, coordinate, and orchestrate both technical and business response to incidents.

    Discover how the Operations Command Console provides:
    - A single view for full-stack event intelligence and response workflows
    - Interactive and customizable applications for actionable insights
    - Shared context between infrastructure, service health, incidents, and response
    - Pattern and anomaly detection across all your data sources
  • Oracle Delivers Better Customer Experience With PagerDuty’s Operations Command C Recorded: Jan 26 2017 41 mins
    Nestor Camacho, Manager Network Operations Center at Oracle + Ophir Ronen, Product Director, Event Management at Pag
    Learn how Oracle is using PagerDuty to visualize every dimension of the customer experience and create unified views of application performance, infrastructure health, and incident response to deliver better software.

    Discover how Oracle is using PagerDuty and the newly released Operations Command Console to:
    - Respond to incidents in real-time
    - Accelerate Mean Time To Identification (MTTI)
    - Support better postmortems
    - Get full-stack visibility into the health of their applications, services, and infrastructure

    This webinar showcases real product examples of how the Operations Command Console from PagerDuty is enabling Oracle to deliver better software.
  • Streamline Critical Communications With Stakeholder Engagement Recorded: Jan 26 2017 35 mins
    Jeremy Bourque, Product Manager at PagerDuty
    When a major incident occurs, its impact is felt across the organization. While the technical response is underway, stakeholders from all areas of the business — including public relations, support, legal, executives, and more — must all be engaged and kept informed so they can immediately respond and minimize the overall business impact.

    With Stakeholder Engagement, you can streamline the process of identifying and notifying key business stakeholders and maintaining communication during a major IT incident.

    Discover how Stakeholder Engagement provides:
    - A single source of truth for critical, real-time updates
    - Improved alignment between IT and the business during incidents
    - Automation of communication tasks
    - Streamlined post-mortems
    - New licensing to support business user needs
  • 2017 Predictions and Trends in DevOps PagerDuty Inc. Recorded: Jan 12 2017 59 mins
    John Rakowski - AppDynamics, Ilan Rabinovich - Datadog, Chris Genvais - Threat Stack, Arup Chakrabarti - PagerDuty
    As cloud adoption becomes an operating standard and containers, microservices, machine-learning gain traction, the complexity in application and infrastructure environments increases exponentially. To deal with the rising complexity of critical service, DevOps teams globally will be challenged to deliver better reliability and availability of the software they create and operate.

    Join PagerDuty as we host a discussion with leading organizations as they share trends and their predictions for 2017 on what DevOps teams will need to succeed.

    The DevOps expert panel will discuss:

    - Is DevOps finally mainstream?
    - Can enterprise organizations adopt DevOps practices?
    - Will central operations teams move closer to the application - codebase?
    - Does security become a part of the DevOps operational model?
  • 6 Keys To DevOps Proofing Your Infrastructure Monitoring Approach Recorded: Dec 27 2016 24 mins
    Jose Mora, Director Partner Marketing, PagerDuty; Umair Khan, Principal Product Marketing Manager, CA Technologies
    When it comes to business success today, it’s all about the software. As a result DevOps has become a strategic imperative within virtually every business in every industry. However, without an adequate hybrid IT infrastructure monitoring approach, many organizations are seeing their DevOps initiatives stifled. Join us in this webcast to learn:
    • Why DevOps demands for a new, better approach to infrastructure monitoring?
    • How to transform your monitoring approach to better support DevOps?
    • What tangible benefits your organization can achieve from a DevOps enabled approach?
    • How CA Technologies and PagerDuty can help you?
  • 7 Years of Monitoring and Metrics Recorded: Nov 4 2016 30 mins
    Lindsay Holmwood with Flapjack
    7 years ago, monitoring was just beginning to emerge from the dark ages.

    Since then there's been a cambrian explosion of tools, a rough formalization of how the tools should be strung together, the emergence of the ""monitoringsucks meme"", the transformation of #monitoringsucks into #monitoringlove, and the rise of a sister community around Monitorama.

    Alert fatigue has become a concept that's entered the devops consciousness, and more advanced shops along the monitoring continuum are analyzing their alerting data to help humans and machines work better together.

    But Nagios is still the dominant check executor. Plenty of sites still use RRDtool. And plenty of people are still chained to their pagers, with no relief in sight.

    Register for this webcast and discover answers to questions like, what's holding us back, what will the next 5 years look like, will we still be using Nagios, have we misjudged our audience and what are our biggest challenges?

    This session is collectively part of PagerDuty Virtual Summit.
  • Human Scale Operations Recorded: Nov 4 2016 30 mins
    Mark Imbriaco
    DevOps news is dominated by discussions about tools, and with good reason. It's not unusual for the amount of infrastructure-related code in a system to approach or even exceed the amount of code dedicated to the actual problem the system is solving, even in small systems. As our systems scale in size and complexity, we invest an ever increasing amount of resources into building solutions to help manage our our complex technical systems.

    What's often overlooked is the human component of our systems. All too often our approaches to tools, processes, and systems management attempt to remove humans rather than empower them.

    Humans are not a source of entropy to be safeguarded against in our systems, but rather a fundamental source of resilience and even efficiency. Learn ways that organizations can use this point of view to their advantage when constructing systems to move faster without sacrificing safety. Look into things like tools and interactions with them, team collaboration, and even organizational structure and policies.

    Watch his session and spend some time learning about designing for human scale.

    This session is collectively part of PagerDuty Virtual Summit.
  • Using Incident Data to Build Better Internal Processes Recorded: Nov 4 2016 33 mins
    Andy Domeier, Director, System Operations, SPS Commerce
    "When was the last time you switched service providers? In today's fast paced digital markets switching service providers is easy. There is no room for delayed responses or slow recovery on incidents. How well does your team respond? Are you constantly getting better?

    Watch how Andy Domeier of SPS Commerce, gets into specifics around data you can take from your incident management process to drive real business improvements. Learn what patterns have worked well at SPS to create a highly efficient & collaborative incident response attitude. Enabling organizations to iterate quickly is a distinct competitive advantage in this age of digital disruption."

    This session is collectively part of PagerDuty Virtual Summit.
  • Fireside Chat with Maynard Webb Recorded: Nov 4 2016 24 mins
    Maynard Web, Chairman of the Board, Yahoo, Alex Solomon, CTO, PagerDuty
    Watch Alex Solomon, CTO and Founder of PagerDuty have a 1:1 conversation with Maynard Webb, Chairman of the Board at Yahoo! as they discuss digital transformation, the modern operations landscape, some Silicon Valley history and the future of incident management.

    This session is collectively part of PagerDuty Virtual Summit.
  • Customer Panel Session Recorded: Nov 4 2016 44 mins
    Joey Parson, AirBnB, Swets Ackerman, PagerDuty, Chris Riley, Fixate IO, Illan Rabinovitch, DataDog, Ben Del Vento, Cisco
    Digital Transformation is a journey - getting from legacy practices like waterfall to continuous everything is not a button you push, and it can be messy. We know that organizations are doing it. Some have been built bottom up on these practices, but even large regulated organizations have made the transition by ripping off the bandaid and making a huge shift, while others are operating in an environment which for the foreseeable future will be a combination of old and new. Watch this panel of leading DevOps experts as they talk about the digital transformation journey and what the trends they see happing today.

    This session is collectively part of PagerDuty Virtual Summit.
  • What the OODA Has Application Performance Monitoring Got To Do With DevOps? Recorded: Nov 4 2016 52 mins
    John Rakowski, Director, Product Marketing AppDynamics
    Software applications are the foundation of digital transformation and DevOps is critical to ensuring that today's enterprises stay ahead of the competition. Regardless of whether you are in DevOps or ITOps, each team is pushing for more agility, more insights, and more efficiency.

    How do you begin to reduce the complexity introduced by the transition to Modern Operations? What role does application performance monitoring have in improving your customer interactions and experience? And what are considered best practices towards adopting APM technology into your Modern Operations architectural stack?

    Join John Rakowski as he explores and share insights into how AppDynamics is helping organizations deploy modern APM technology to Observe, Orient, Decide, Act (OODA) and hear the lessons learned from working with DevOps practitioners on their path towards digital transformation.
  • Protecting Your UX in an Era of Disruption Recorded: Nov 3 2016 45 mins
    Andrew Smirnov, Technical Solutions Engineer, Catchpoint
    In the age of Digital Transformation there is a lot of room for disruptive technologies taking a toll on your customer experience and overall business. With this potential, there is a greater need for intelligent alerting and performance monitoring in order to protect your user experience. Your business needs to make sure it is accurately detecting the impact of digital transformation on its end users so you can safeguard your brand and revenue.

    In this session you will learn the value of an intelligent end user monitoring platform and why protecting your UX is imperative for brand loyalty and revenue growth in this age of digital transformation.
Your Fastest Path to Incident Resolution
PagerDuty is helping IT Operations and DevOps professionals deliver on the promise of agility, performance and uptime. Our enterprise-grade incident management helps you orchestrate the ideal response to create better customer, employee, and business value.

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  • Presented by: Manish Kalra Director, Product Marketing PagerDuty
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