Name: Solving Customer Problems in Real-Time
Start: 2020-06-09T15:00:00Z
End: 2020-06-09T15:00:22.000Z
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.

Global digital media business REA Group has thousands of employees and more than a thousand systems in place. Millions of users visit its website each day to search for real estate, so the platform always needs to be “on.” Despite this expansive network, the former alert system was an engineer with a physical pager where alerts came in for critical issues and non-critical issues alike.

Hear from REA Group to learn how PagerDuty helped instrument a cultural change by putting engineers on call and having them take ownership of their code and services. Now, engineers can ditch their physical pagers and get peace of mind knowing that alerts and the incident management process are automated.

Watch this webinar to learn how to:
- Fix incidents faster by moving to a decentralized DevOps team
- Use anomaly detection to make the right decisions at the right time
- Prevent future issues using Amazon CloudWatch to monitor incidents in real time and collect metrics

Featured presenters
Adrian De Luca, Head of Partner Solution Architecture, Global ISV Build Programs, AWS
Natalie Fair, Director, Client Services APJ, PagerDuty
Aaron Wigley, Security Advisor, REA Group

How REA Group Embraced a DevOps Culture and Prioritized Incident Resolution

Automate Incident Management to Resolve Alert System Chaos

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

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.

Solving Customer Problems in Real-Time

Customer Support

Incident Resolution

Incident Management

Service Delivery

Operational Performance

Operational Efficiency

IT Operations

Real Time Response

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Solving Customer Problems in Real-Time

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