In a world where technology disruptions are no longer a question of “if” but “when,” digital resilience has become essential to business continuity and customer trust. Join us for an insightful webinar featuring Charlie Betz, VP, Research Director at Forrester Research and PagerDuty’s own Tim Chinchen, Sr. Director, Global Solutions Consulting, as they explore strategies to fortify your operational readiness.

00:00 - Introduction - Dan Anderson introduces the webinar’s focus on building resilient operations, joined by Tim Chinchen and Charlie Betz.

01:03 - Importance of Digital Resilience - Charlie Betz discusses the growing criticality of digital systems and the impact of IT outages.

02:14 - Incident Responsibility & Resilience - Conversations about the responsibilities in managing resilient systems, with examples of real-world incidents.

05:07 - PagerDuty Incident Alert - Tim shares a PagerDuty alert incident that exemplifies the challenges of handling massive IT events.

07:17 - Lessons from July 19 Outage - Insights on how organizations perform under high-stakes incidents and the role of AI in reducing resolution times.

10:25 - IT Incident Management Frameworks - Charlie introduces frameworks for understanding and managing incidents, including lessons from real-world emergency services.

15:03 - Collaborative Incident Management - The team explores the role of cross-functional collaboration in incident management, highlighting proactive measures.

25:04 - Incident Retrospectives & Continuous Improvement - Discussion on the importance of retrospectives and iterating on incident protocols for organizational learning.

35:24 - Digital & Physical System Interactions - Exploring how disruptions in digital systems affect physical operations and the importance of integrated resilience.

45:13 - PagerDuty’s Role in Incident Management - Overview of PagerDuty’s capabilities in automation, AI Ops, and customer service, enhancing response times.

51:17 - AI-Driven Productivity in Incident Management - Highlighting PagerDuty’s advanced Gen AI features to support incident resolution and minimize firefighting.

52:05 - Closing Remarks - Final thoughts from Tim and Charlie on the importance of resilience, incident management, and continuous learning.

#DigitalResilience #OperationalExcellence #IncidentManagement #TechResilience #ITOperations #BusinessContinuity #ForresterResearch
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