Name: Managing High-Severity Issues in Support
Start: 2020-05-28T15:00:00Z
End: 2020-05-28T15:31:00.000Z
Location: BrightTALK
Rating: 0

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.

Running Operations is not an easy job, especially these days. Ops teams have to ensure excellent user experiences, resolve incidents quickly and help developers stay productive. Yet at the same time, there is also the need to maintain systems security and keep downtime to a minimum.

While advances in cloud computing have helped address some of these challenges, many organizations find it difficult to leverage the cloud at scale because of bottlenecks that form around repetitive tasks, such as developers having to wait for provisioning infrastructure. Despite having access to abundant cloud resources, these speedbumps often make it difficult to achieve team objectives.

Join this talk to learn:
- How to safely delegate the management of your cloud deployment (to developers and other end users) with self-service operations.
- How to create powerful runbooks with guardrails that leverage existing scripting languages, infrastructure, and tools to remove bottlenecks that form around repetitive tasks.
- Strategies for getting started with self-service.

Safely Delegate your Cloud Operations with Self-Service Automation

Join this talk to learn:
- How to safely delegate the management of your cloud deployment (to developers and other end users) with self-service operations.
- How to create powerful runbooks with guardrails that leverage existing scripting languages, infrastructure, and tools to remove bottlenecks that form around repetitive tasks.
- Strategies for getting started with self-service.

Many organizations are becoming increasingly decentralized in their technology operations as application development moves out from central IT and restructures as line-of-business software teams. These distributed teams often have their own toolchains and incident response processes, which creates a lack of visibility for central teams. This in turn can make it extremely difficult to coordinate major incident management (MIM) response across the multiple technical teams and business teams that need to be informed.

Just as DevOps & SREs need direct monitoring visibility, self-service capabilities, and improved context to own their services, central IT teams also require operational visibility into line-of-business software team environments in order to keep a pulse on what’s happening across the entire enterprise and provide better coordination when incidents occur.

This webinar walks through how PagerDuty can help central IT with a bi-directional ServiceNow integration that enriches the system of record with a deeper level of incident response data, while also offering recommendations to central teams for new services and dependencies mapped in the platform. PagerDuty’s Laura Chassagne and Vera Chan will walk through how using ServiceNow with PagerDuty can help you:

- Leverage CMDB data to ensure consistency across the system of record in ServiceNow
- Gain visibility and context for all incidents and actions taken by users outside of the platform
- Connect incidents and alerts with the right team(s) to mobilize in the event of a major incident
- Drive down the time to respond and cost of response by leveraging automated diagnostics and self-healing when possible

Integrate ServiceNow with PagerDuty to Improve Major Incident

The State of DevOps Report has been investigating the practices, processes, and culture underpinning DevOps for the last 7 years and this year’s report, compiled from 32,000 survey responses, reflected on a year of pandemic and shifting priorities in response to hybrid work and sky high pressure on technical teams.

What’s the appetite for multi-cloud these days? How are people actually thinking about the differences around DevOps and SRE? Did productivity trend up or trend down? Perhaps most importantly: what about the humans behind all the code?

This webinar, featuring Google’s Developer Relations Engineer Nathen Harvey and PagerDuty’s DevOps Advocate Mandi Walls, will walk through the key findings from the 2021 State of DevOps Report covering topics such as:

- Trends around cloud migration, DevOps and SRE
- Shifting left on reliability and security for better business outcomes
- What makes for good documentation
- Implications of team culture on the very real state of burnout across the industry
- Why focusing on your people to make them feel supported and included should be a top priority for any organization

6 Findings from the 2021 State of DevOps Report

We hear from customers that they’re dealing with unmanageable levels of noise and complexity, which makes it harder to pinpoint root cause and get to resolution quickly. All this effort spent on sifting through noise, processing events, and gathering context results in a lot of wasted time.

That’s why we’ve launched Event Orchestration. We took Event Rules and built them out into a decision engine that takes all the data from monitoring tools and the scripts that their teams use during triage, then adds complex logic and rule nesting to precisely determine the next best action for events.

But how does it work? And why are customers so excited about this feature? Join this webinar to hear from Frank Emery, Senior Product Manager at PagerDuty, who will walk through an overview of the new feature and show a demo. Whether you’re looking to uplevel your automation game, hoping to consolidate event management tools, or just trying to start using more complex event rules, you do not want to miss this session.

The session will cover:
- Trends we’re seeing from customers struggling with noise and incident response
 - What Event Orchestration is and how it’s different from Event Rules today
- A short demo of the feature

How to Reduce Noise and Manage Event Routing with PagerDuty

Digital transformation and delivering an exceptional digital customer experience are at the top of many organizations’ priorities in the new normal. But it can be hard to achieve with limited resources, complexity, and pressure on today’s developers and digital teams.

PagerDuty helps teams automate incident response wherever and whenever possible, and accelerate your critical work via powerful AIOps-powered automation and event intelligence.

Join Sean Scott, Chief Product Officer, and our senior product team as we dive deep into the new platform capabilities that will help your organization simplify and automate your digital operations.

You’ll learn new ways to:
 - Reduce noise, manage events, tackle change, and quickly get to the root cause of an issue—no matter where you’re working.
 - Automate diagnostics and incident remediation, and empower responders to take immediate action.
 - Protect your greatest asset (your people) from burnout in a time when demand for digital is at an all-time high

We’ll show you how anyone can quickly implement these new capabilities and what a typical “day in the life” will look like for teams.

PagerDuty Fall Launch Automate Incident Response to Accelerate Critical Work

Many organizations are becoming increasingly decentralized in their technology operations as application development moves out from central IT and restructures as line-of-business software teams. These distributed teams often have their own toolchains and incident response processes, which creates a lack of visibility for central teams. This in turn can make it extremely difficult to coordinate major incident management (MIM) response across the multiple technical teams and business teams that need to be informed.

Just as DevOps & SREs need direct monitoring visibility, self-service capabilities, and improved context to own their services, central IT teams also require operational visibility into line-of-business software team environments in order to keep a pulse on what’s happening across the entire enterprise and provide better coordination when incidents occur.

This webinar walks through how PagerDuty can help central IT with a bi-directional ServiceNow integration that enriches the system of record with a deeper level of incident response data, while also offering recommendations to central teams for new services and dependencies mapped in the platform. PagerDuty’s Laura Chassagne and Vera Chan will walk through how using ServiceNow with PagerDuty can help you:

- Leverage CMDB data to ensure consistency across the system of record in ServiceNow
- Gain visibility and context for all incidents and actions taken by users outside of the platform
- Connect incidents and alerts with the right team(s) to mobilize in the event of a major incident
- Drive down the time to respond and cost of response by leveraging automated diagnostics and self-healing when possible

They will also provide a quick demo to go over the key features of what this integration looks like in action.

Integrate ServiceNow with PD to Improve Major Incident Management Response Times

PayPal is one of the most innovative and well established fintech companies in the world, handling nearly 34 million transactions daily in 2019. Ensuring that its 325 million active users can access and use their accounts is mission critical, along with empowering its developers to constantly innovate and stay ahead of the competition.

In this session, Tim Armandpour, SVP of Engineering at PagerDuty and Wes Hummel, VP of Site Reliability Engineering at PayPal discuss the evolution of digital operations at PayPal, their cloud migration journey, and PayPal’s point of view on devops culture and the importance of service ownership.

Learning Objectives:

- Understand the importance of full service ownership and how to implement it
- Highlight the different metrics that can help you truly understand the customer experience

Strengthening DevOps Practices through Full Service Ownership

This webinar is the first in a quarterly series, Deep Dive into Digital Operations, designed to have a detailed walkthrough on how to think through and operationalize modern DevOps and agile concepts.

At PagerDuty, we’ve worked with a lot of different types of companies and over the last 12 years, we’ve identified sets of behavioral patterns that have informed a digital operations maturity model that we use with our customers. Framing with a maturity model helps to anchor how you think about the current and desired future state for your digital operations, and it elevates specific areas of investment that can help you get to where you want to be.

Understanding digital operations maturity is a critical step to becoming an innovative, resilient organization. But how do you plot out a plan to ‘mature’ your organization and what exactly is involved?

Join PagerDuty’s Mandi Walls, DevOps Advocate, and Logan Life, Senior Principal Customer Success Manager as they walk through tactics for how to operationalize operational maturity and learn proven ways teams can take to tackle DevOps best practices—like scoping out full-service ownership or creating a blameless culture.

In this session, we’ll be walking through the “how” and the “why,” covering topics like:

- Framing out operational maturity and PagerDuty’s digital operations maturity model
- Key areas of investment that can better prepare you and your team for agile, cloud-based ways of development
- Common stumbling blocks and core cultural tenets of establishing long-lasting digital operations maturity

Deep Dive on Operational Health

Availability is a must for leading daily fantasy sports site FanDuel, so its millions of users can play games during live sporting events. But the majority of these happen after working hours, so what happens if there’s a high-severity issue and you’re in Support? 

With FanDuel’s technical teams five time zones away, how do you mobilize the right resources, especially during peak traffic and usage times? In this session, learn how FanDuel addresses these challenges using PagerDuty for SupportOps.

Managing High-Severity Issues in Support

Customer Experience

Customer Support

Customer Success

Incident Management

IT Service Management

IT Operations

Developers

Real Time Response

Incident Resolution

ITSM Strategy

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

The unexpected nature of natural disasters and other disruptive events means that preparation is key to managing disaster recovery and business continuity planning. Join the business continuity and disaster recovery community for live and recorded presentations discussing best practices for business continuity planning, disaster recovery programs and business continuity management. Learn from BCDR experts to develop your critical infrastructure and gain insight into tactical solutions to your BCDR issues.

Business Continuity / Disaster Recovery

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Managing High-Severity Issues in Support

Presented by

About this talk

More from this channel