Integrate ServiceNow with PagerDuty to Improve Major Incident

Presented by

Vera Chan, Senior Technical Marketing Manager, ServiceNow & Laura Chassagne, Sr Solutions Consultant, PagerDuty

About this talk

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

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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.