Your customers’ expectations are changing rapidly—they expect on-demand and personalized support whenever they interact with businesses. If one business doesn’t meet their expectations, they can easily order online from a different company, change service providers, or download a different app.
To meet these rising customer expectations, Zendesk and PagerDuty have improved cross-functional collaboration so that digital operations teams can solve customer-impacting incidents in real time.
In this webinar, we will show you how:
- The new Zendesk and Pagerduty integration helps your business present a unified voice across every touchpoint with customers — while breaking down siloed information.
- This accelerates time to resolution, improves customer satisfaction scores, and helps businesses meet service-level agreements.
RecordedJun 9 202022 mins
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Andrew Rundle, Principal Engineer, Claranet | Sean Noble, Product Manager, PagerDuty
In an ideal world, your services would heal themselves and you’d never be awakened in the middle of the night. But short of that nirvana, you can often automate steps to save time and remediate some issues. Andrew Rundle from Claranet discusses how his teams are using PagerDuty to determine where to automate and orchestrate human and machine response data in a streamlined way.
You’re about to learn:
Best practices in identifying where and how to automate remediation steps using PagerDuty
Rachel Obstler, VP Product, PagerDuty | Francessca Vasquez, Head of Americas Solutions Architecture & Customer Success, AWS
COVID-19 accelerated a trend that was already well underway in many organizations: cloud migration. But what does it take to successfully transition workloads to the cloud? What are key considerations and steps that organizations should take?
Rachel Obstler, VP of Product at PagerDuty, sits down with Francessca Vasquez, Head of Amazon Web Services Solutions Architecture for the Americas, to discuss the trends accelerating cloud migration by organizations, and what’s ahead for cloud adoption in the future.
- Hear about different frameworks and tactics that organizations use for cloud migration
- Understand the ideal leadership commitment and cultural changes for cloud adoption success
Connie-Lynne Villani, Director of Incident Response, Fastly
"All hands on deck" is the familiar cry for so many incidents, but it's often the wrong choice. What you really want is the right people, at the right time, fully prepared both mentally and physically to handle an incident. That starts with a process that puts people first every step of the way, from preparation to post-event analysis.
This talk will give you practical, actionable strategies for building a process that helps everyone bring their best selves to incident response, even if you think "soft skills" are too hard to learn.
Rich Lane, Sr. Analyst, Forrester | Michael Cucchi, VP of Product & Partner Marketing, PagerDuty
The global pandemic has forced companies around the world to rapidly pivot to digital or move to the cloud. This has profound implications for IT organizations and teams responsible for supporting and scaling the business, especially those that are managing legacy, on premises infrastructure. The industry has seen a rise in automation, and AIOps has emerged as a valuable tool that can help manage real-time operations.
But how does it fit with the existing ways teams like to work? PagerDuty’s VP of Product Marketing Michael Cucchi will speak with featured guest, Forrester Senior Analyst Rich Lane, on how the industry has shifted since the pandemic set in, common challenges that IT leaders are facing today, and key considerations for approaching digital acceleration and automation to ensure success for your teams.
- Understand how organizations approach IT initiatives in light of the pandemic
- Understand how AI, machine learning and AIOps can help with real-time operations
Vincent Pham, Senior Director of Enterprise Customer Success, PagerDuty
Enterprises are adopting cloud like never before, but it’s not just the technology that’s changing. In order to be successful, the people, the processes and the culture must also shift to fully capitalize on the benefits of cloud migration. Vincent Pham, Sr. Director of Enterprise Customer Success, shares how his team at PagerDuty is helping customers move to a full service ownership model, with best practices around managing culture change, gaining broader, company-wide support, and hiring for the right people and skills.
-Learn best practices in mitigating culture change inside an organization
-Understand PagerDuty’s role in helping move companies toward a full service ownership model
Site reliability engineering (SRE) is becoming a popular movement within large enterprises. But what exactly does an SRE do? How do you build an SRE team? Who do you hire? Where do you hire SREs from? How do you set SREs up for success? How do you manage performance of SREs? How do you scale your SRE team? What are the responsibilities of an SRE team? Should you have one?
Tammy Bryant, Principal SRE at Gremlin, shares her experiences building and scaling SRE teams.
Get practical advice on whether an SRE function makes sense for your company and a guide for success.
Tarun Pereira, Gap Inc | Mark Huber, Cox Automotive | Divya Balasubramanian, PagerDuty
In today’s complex organizations, a centralized IT Operations team typically works with distributed engineering teams that use modern methodologies such as Cloud services, DevOps and microservices. Though these tools have made it possible to deploy and maintain applications in production easily, they can also cause complexities which make it difficult for IT to quickly identify issues and probable root cause before customers are impacted.
In this session, you’ll hear from Gap Inc. and Cox Automotive on how they’ve improved incident response collaboration and coordination across IT service management and distributed engineering teams, using PagerDuty’s ServiceNow integration.
- Learn best practices in helping IT Service Management and engineering teams work together to resolve incidents faster
- Understand how to utilize the PagerDuty / ServiceNow integration to enable teams to work in the tool that they are most familiar with
Bilal Karim, Sr Product Designer; Farshad Miraftab, Product Mgr; Mehdi Ravandi Dir, Product Management, Analytics, PagerDuty
Are you and your teams spending too much time responding to incidents and not enough time investing in people, process, or technology?
Discover how to identify the services that can benefit from automated noise reduction, the people and teams at risk of burnout, how your services are performing, and the impact of incidents to your business.
Understand how to leverage new capabilities within PagerDuty Analytics to drive process maturity and better business outcomes
Andrew Marshall, Director of Product Marketing at PagerDuty
It’s no surprise that business and technology leaders are drawn by the promise of enhanced scalability, business agility, and cost savings — but did you know that 30% of cloud migration projects fail? A cloud-based approach requires new methods to address the increased complexity of hybrid-cloud environments, where siloes can emerge across people, operational processes, and technologies.
The rise of AIOps has enormous potential to connect contextualized information across siloed teams and technology and, where possible, to help automate operations. Join Andrew Marshall, Director of Product Marketing at PagerDuty, as he explores the accelerating trend towards cloud migration, key challenges that exist in a hybrid and multi-cloud world, and how AIOps technologies can be used as a part of that broader strategy.
In this webinar, you will learn how teams migrating to the cloud can:
- Leverage PagerDuty to help bridge silos across people, processes and technology
- Quickly adapt to a constantly changing cloud infrastructure, and the new signals you need to track.
- Adopt a Services model that empowers teams to spend more time innovating, and less time on queued incident response.
- Effectively manage a hybrid or multi-cloud environment by using AIOps tools.
As companies face an unprecedented acceleration of digital transformation, many IT organizations are turning to AIOps as a potential investment area. Their hope is to use AI to improve operations, leveraging machine learning to create more data-driven insights, with the ultimate goal of being able to scale more efficiently and address issues faster. But is AIOps just hype? And if it’s not just hype, is there a way to avoid lengthy implementation cycles and the need to hire data scientists to develop complicated models? Businesses don’t have years to wait — they need results now.
Join this webinar to learn more about:
- Defining AIOps and the opportunity for ITOps: what are buyers looking for, and what is possible today?
- Owning the conversation around AIOps – key considerations when creating your strategy
- How PagerDuty can help unlock the power of AIOps for real-time operations
Rob Stettner, Global Principal Site Reliability Engineer, Funding Circle | Scott McAllister, Developer Advocate, PagerDuty
Terraform is one of the leading tools organizations use to manage their infrastructure as code. Terraform’s easy-to-read declarative approach helps teams get up and running quickly. However, as organizations grow and their infrastructure becomes more complex, so does the Terraform code. Like application code, there comes a time when Terraform code may need to be broken up into more manageable chunks.
Hosting the webinar will be Scott McAllister, Developer Advocate at PagerDuty – one of the maintainers of the PagerDuty Terraform Provider – who will talk about the state of the provider and what it can do. He’ll be joined by Robert Stettner, Global Principal Site Reliability Engineer at Funding Circle, who will talk about his journey of how his teams best organized their code and offer insight about how you should manage yours.
In this webinar you will learn:
- How to get started with Terraform and what it can do
- How to efficiently scale your PagerDuty configuration through Terraform
- How Rob uses PagerDuty and Terraform integration at Funding Circle, and how he used it at DAZN
- How to evolve your configuration as your infrastructure grows
Steven Wheeldon and Amit Juyal, Sky Betting and Gaming | Rachel Obstler, PagerDuty | Neil MacGowen, New Relic
For many organizations, DevOps transformation is now a business imperative as it drives widely understood advantages in innovation, agility, and empowerment. However, many organizations struggle to implement and realize the true benefits of DevOps transformation due to challenges with culture, processes, and tooling–in fact, as many as 78% of organizations fail to get DevOps right.
Join Sky Betting, PagerDuty, and New Relic as they discuss Sky Betting’s transformation story and their lessons learned from over the past decade.
- How to shift development teams from simply building to owning & operating
- What excellence in real-time operations looks like
- Tools that accelerate DevOps maturity
- The importance of (and how you can influence) organizational structure and executive buy-in
Charles Betz, Digital Management Analyst, Forrester | Julian Dunn, Director of Product Marketing, PagerDuty
A Fireside Chat with Charles Betz, Forrester Research
Join Forrester’s Charles Betz and PagerDuty’s Julian Dunn to review a few of Charles’ Top 10 Trends for Infrastructure & Operations (I&O) in 2020, the pressure on I&O organizations, and how to best adapt for an era of increased dependence on digital services.
In this session, you will learn:
- How full service ownership, or a you-build-it, you-own-it model, enhances the shift to cloud
- How full service ownership changes the roles of I&O and developer teams
- What PagerDuty can do to serve as your platform for full service ownership in the cloud era
Eiad Abunimeh, Sr. Director of Strategic Solutions, PagerDuty | Hadley Paul, Director of Business Value Consulting, PagerDuty
The way we live and work has changed forever, compelling organizations to manage their IT investments carefully. They’re now tasked with improving cost controls and efficiency, with the added pressure of delivering a perfect customer experience every time to maximize revenue.
By using PagerDuty widely across their business, organizations have gained real, demonstrable value in significantly reducing costs, protecting customer relationships and accelerating digital transformation.
In this webinar, we’ll share five ways that you can use PagerDuty to drive significant cost efficiency in your organization, with real-world examples on the positive business impact that can be achieved. Learn more about:
• Service Desk cost optimization
• Virtualizing and automating your NOC
• Re-capturing team operational efficiency
• Preventing SLA penalties and reducing outsourcer costs
Rachel Obstler, VP of Product PagerDuty; Kirk Pedersen, Senior IT Manager IBM
It’s not news that the world has gone digital, requiring you to interact with your customers 24×7.
What may be news is that to be successful, you need to be able to operate in a truly real-time fashion, empowering the individuals and teams that own and operate digital services to better serve customers. The benefits of being effective at real-time work are tangible, with mature companies resolving incidents 2 hours faster on average than less mature peers.
PagerDuty has been in the business of real-time work for almost a decade, and we’ve developed a maturity model that complements DevOps benchmarks and research such as the DORA State of DevOps report. The model uniquely focuses on real operational practices implemented by best-in-class organizations, including key criteria for success across the domains of culture, knowledge sharing, customer orientation, and technology.
Join us to learn about the model and how it can be used to help organizations optimize their real-time operations. You’ll learn:
- What excellence in real-time operations looks like
- How to determine your team’s maturity in real-time operations work
- How to implement best practices in incident response and other operations processes
- What benefits you can expect to see as you grow in operational maturity, based on key findings from our survey of over 600 IT and development professionals
Shannon Kalvar, Research Manager ITSM & Client Virtualization, IDC & Julian Dunn, Principal Product Marketing Mgr, PagerDuty
Everybody puts value on work. But not all work is the same or valued in the same way.
What if we told you there’s a way to gain/protect up to $1 million in new revenue, reduce unplanned downtime by more than 60%, and improve team productivity by nearly 25%?
In this IDC/PagerDuty joint-webinar, you will learn:
- The everyday value of structured work and its role in the greater strategy of the organization
- The ephemeral value of time-sensitive, unplanned work and the impact it has on opportunity, risk, and continuous improvement
- How you can better prioritize different sets of work to maintain a stable and reliable IT environment.
- How this understanding can positively impact the bottom line of the business
Julian Dunn, Director of Product Marketing, PagerDuty | James Evans, Senior Consultant, Microsoft Azure
The network operations center, or NOC, is often the first concept that comes to mind when business leaders think of IT operations. It’s a room full of people, not dissimilar to a power plant control room, who spend their shifts watching dials and gauges, ready to spring into action at the first sign of problems. With the rise of cloud-native monitoring tools, the DevOps movement, and a massive acceleration in the rate of change of systems and applications, many of those same business leaders are asking themselves whether the days of the NOC are numbered. But there’s a third option: modernizing and virtualizing your NOC.
In this webinar, we’ll discuss:
- NOC modernization — and why you might want to consider
- How the NOC of 1995 differs from the NOC of 2020
- How automating manual processes and inefficiencies in the NOC can save you real dollars
Bojan Simic, Founder, Digital Enterprise Journal and Cognanta | Julie Gunderson, DevOps Advocate, PagerDuty
Digital Enterprise Journal conducted survey research to learn about the best practices of top-performing organizations in IT Operations.
One of the key findings from the research was that those top-performing organizations were abandoning traditional IT Operations practices and taking on a more modern Digital Operations Management approach which:
• Focuses more on user experience and customer-centric IT
•Targets business outcomes in place of operations metrics
•Fosters collaboration with DevOps teams to improve time-to-market and resource optimization
•Takes a platform-based approach with AI/ML-driven capabilities for real-time action
Brad Kilshaw, Director of Enterprise Alliances, Slack | Matt Livermore, Principal Solutions Consultant, PagerDuty
With Slack and PagerDuty, companies can seamlessly manage and track a situation as it evolves, reassigning or escalating as needed, and collaborate across teams to quickly resolve the incident.
Join us for our joint real-time operations webinar, where you’ll see a live demonstration of what a Slack/PagerDuty integration looks like and hear directly from Funding Circle on how our technologies are put to work in their organisation.
In this webinar you will learn how to:
- Resolve incidents with minimal time switching platforms
- Streamline collaboration during incidents
- Maintain transparent communications throughout the incident lifecycle
- Reduce resolution times with real-time operations
Isaac Sacolick, President, StarCIO; Jonathan Rende, SVP Product & Marketing & Julian Dunn, Sr Mgr Product Mkting, PagerDuty
CIOs leading digital transformation initiatives often find themselves juggling multiple tools, processes, and teams. A ‘HybridOps’ approach can help IT leaders knit together multiple operating models and empower teams to work the way the want to, which together will help to improve the speed and efficiency of digital operations and facilitate automation at scale. Join our panel of experts as they discuss digital operations innovation, the need to break down silos, and the best path forward for CIOs and their teams.
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.
Solving Customer Problems in Real-TimeKat Gaines, Sr Manager, Customer Support, PagerDuty and Rebecca Pilcher-Cleland, Sr Manager, Partner Marketing, PagerDuty[[ webcastStartDate * 1000 | amDateFormat: 'MMM D YYYY h:mm a' ]]22 mins