Many organizations have made the shift to the cloud in recent years, and many more are planning to or are just starting their cloud migration journeys now. However, some organizations struggle to realize value from this move. The benefits of cloud are clear: it’s flexible, scalable, and has a low cost of entry. But cloud can also bring complexity—creating new interdependencies, more services to manage, and more data and signals to monitor.

2020 Was…Rough Keeping a Digital Business running has never been an easy job, especially over the last year. 2020 forced many businesses to accelerate their digital transformation initiatives faster than anyone imagined! Customers are demanding more capacity and reliability, the business is releasing more new services – faster than ever before, and companies are learning to use new remote working models, straining systems and people.

Since entering the scene in the late 2000s, DevOps has changed the way development and IT operations teams collaborate together to produce and deploy new digital services, apps, features, and updates. DevOps has helped to streamline the production process to ensure more efficient workflows and a more reliable service. This created a shared responsibility between development and operations teams to collaborate together with the goal of creating a premium product or service for their customers.

The results of our 2021 State of IT Operations Management survey are now available for the UK! Some common themes emerged with our US survey results published in April: Tool sprawl is real in IT operations departments in both countries as ops teams wrestle with multiple tools and report that legacy tools are holding them back from innovating. UK and US IT teams will both look to adopt digital operations platforms to combat tool sprawl, driven by better capabilities for AIOps and automation.

Recently, we had the opportunity to hear from Charlie Betz of Forrester Research about the future of technology operations. He covered the shift from project-based work to product team orientation, the integration between DevOps and IT services and the ways in which the entire enterprise is getting value from investments in artificial intelligence. Check out some of the interesting questions and answers from the discussion and be sure to catch the full conversation in the video below.

In the world of digital transformation, keeping the focus on the customer experience is paramount. Systems are complex and increasingly distributed, which makes it difficult to stay on top of things when something goes wrong. Customer service teams are the gateway to the customer, and more often than not they are the first line of defense when something goes wrong. The role of customer service teams is critical to maintaining and exceeding customer expectations.

OpsRamp recently conducted a survey on the State of Digital Operations Management in 2021 to understand IT investments in 2021, factors hindering organizational innovation and the steps IT leaders are taking to unleash creativity and growth across the organization. We discussed the survey on a webinar featuring OpsRamp Chief Revenue Officer Sheen Khoury and Isaac Sacolick, president of digital transformation consultancy StarCIO. Here are the key highlights of the conversation.

At PagerDuty, we have been heavily focused on developing our Artificial Intelligence for IT Operations (AIOps) solution. This has involved a lot of investment in our platform and a continued commitment to ensuring it delivers value to our customers as quickly as possible. With that, we’re delighted that Gartner named PagerDuty as a Representative Domain-Agnostic AIOps Vendor in its 2021 Market Guide for AIOps Platforms.

Connection, empathy, and speedy responses are more important in the Customer Support world today than they ever have been before. I’m writing this while sitting in the same place I have worked from for the last year: in my dining room-turned-office, pads of sticky notes, and various charging cables keeping my cookbooks company on the shelf. Prior to March 2020, I commuted to an open office almost every weekday.

Without question, the largest disruption the customer service market has ever experienced happened at the beginning of the pandemic. Millions of customer service agents across the globe were sent home overnight, causing major disruptions for companies that were too reliant on manual processes and tribal knowledge. Agents didn’t have the necessary tools in this new remote environment, and customers experienced unprecedented wait times as a result, with some requests never being answered.