VIDEO Interview: PagerDuty Enhances Cloud Operations Capabilities at Summit 2022 in Sydney

Natalie Fair, Regional Vice President of PagerDuty, explains how PagerDuty is revolutionizing operations, as the Sydney PagerDuty Summit 2022 showcases incident workflows and expanded automation actions and strengthens PagerDuty’s ability to deliver feedback on immediate investment.

In 2022, continuous improvement is every tech company’s mantra, but PagerDuty clearly delivers, with its latest updates improving the quality, speed, and results for customers when addressing digital service issues.

PagerDuty is one of the top digital operations management companies in the world, and as this is being typed, the PagerDuty Summit 2022 in Sydney is in full swing.

Summit announces new PagerDuty Operations Cloud features to quickly identify urgent opportunities and incidents while freeing up team capacity and improving efficiency.

As companies continue to embark on multi-year digital transformation and cloud adoption initiatives, PagerDuty notes that it has become “critical infrastructure”, allowing companies to further accelerate their digital operations from manual and reactive. to proactive and preventative, and allowing teams to spend less time on intensified troubleshooting work and more time innovating.

As you’d expect, the new features and capabilities deliver real benefits, with the new updates expanding PagerDuty’s automation capabilities across its entire product portfolio, enabling customizable responses when incidents occur in time. real, by stakeholders or even customer service and sales teams.

The company says its new incident workflows capabilities “streamline the complex orchestration of processes during an incident and make the response process faster, automated, and consistent,” while new automation actions built in across Operations Cloud experience now orchestrates automated diagnostics and remediation steps.

Sean Scott, Chief Product Officer at PagerDuty, said, “The realities of modern work and the systems teams use are misaligned, and knowledge workers are facing increased operational complexity due to continued digitalization and… massive influx of data.

“Businesses today need to have operations that move from manual, reactive, ticket queue-based systems to systems that are highly automated and drive proactivity across the organization.”

Before we take a closer look at the new announcements, we also had the chance to speak with Natalie Fair, Regional Vice President of PagerDuty to learn more about PagerDuty in 2022 and what to expect from the conference and Natalie’s session, so please watch and read on!

So, what’s the additional insight into PagerDuty’s Summit 2022 announcements?

Incident workflows: automate major incident response steps to save time

An all-new capability, incident workflows are quick to design and activate, with no-code, if-this-then-that logic that simplifies setup and speeds time to value. With automated incident workflows, companies can trigger common incident action sequences, such as sending automated status updates to key stakeholders, creating per-incident communication channels that immediately add relevant speakers, and more. These customizable workflows enable consistent and predictable responses across the organization. PagerDuty Incident Workflows will be available later this year.

Automation actions with Event Intelligence, Customer Service Operations, and in Slack and Mobile: Enable automated diagnostics and remediation to accelerate incident resolution through the PagerDuty Operations Cloud.

Now integrated across the PagerDuty platform, Automation Actions enables easy automated diagnostics and remediation. Automation capabilities can now be triggered immediately by events through PagerDuty’s Event Intelligence or manually during incidents by responders to diagnose and resolve issues and improve customer experience and support. With automation actions, responders can run automated diagnostics to investigate status, get context, or directly initiate runbook automation to remediate an incident as it occurs and prevent search for a subject matter expert.

With Automation Actions for Customer Service Operations, agents are now empowered to validate customer-impacting issues by running automated actions directly from the PagerDuty app in Salesforce Service Cloud. This can reduce resolution time, as well as the number of incidents escalated to back-end teams.

Over 22 new features and other product enhancements were introduced to customers, along with incident workflows and automation actions, including: Terraform support for event orchestration, notification templates status update, service standards, service performance report, and integration with Salesforce Service Cloud Incident Object.

To learn more about PagerDuty’s latest platform innovation, integrations, customer use cases, partnerships and thought leadership, check out the 22 PagerDuty Summit pages here.

PagerDuty also recently announced the expansion of its Japanese operations through a strategic partnership with Japan Cloud. The new joint venture, PagerDuty Japan, will report to Natalie Fair, regional vice president of APJ, who has two decades of technology experience.

PagerDuty already has notable Japanese companies such as Yahoo! Japan, NTT DoCoMo and iret as customers. PagerDuty Japan is actively recruiting sales, support, service, marketing and operations personnel in the country.

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