Context is king, they say, and anything you can do to improve context both makes decisions and assessments more reliable and speeds up the decision process. A new, bi-directional integration between Moogsoft Observability Cloud and Datadog does just that. Many SRE teams rely on Datadog to provide comprehensive information about their application stacks.

In traditional IT environments, services to customers are delivered and supported by the organization. A Service Level Agreement (SLA) is created with details like what would be the availability of service be, how reliable the service would be, what penalties can be charged in case of downtime, etc. The internal teams like the network administration team, development team, IT service desk, etc. would then draw up Operational Level Agreements (OLAs) to support the SLA.

"Sorry, but I'm just doing my job." I heard this recently from a customer service representative. What they were saying made sense (afterall, we don’t have total control over our work environments), but it felt wrong. As a customer, I was left dissatisfied with our interaction. However, the representative assured me that they were simply following protocol. This got me thinking: can established practices and protocols sometimes get in the way of excellent customer experience?

When it comes to securing your software development against open source vulnerabilities, the earlier action occurs — by the right person — the safer you and your enterprise will be. Many IT departments rely on the PagerDuty incident response platform to improve visibility and agility across the organization.

You’ve just received a notification—a major network issue has occurred. Hoping it’s a false positive, you complete an initial triage. Dang it! It’s the real thing. If you’re like me, your mind likely turns to one thing: fixing the issue as fast as you can. But hold on! Before you turn completely to fixing it, there’s another important aspect to any incident that you can’t forget, and that’s incident communication.

The Community and Advocacy Team here at PagerDuty recently spruced up our library of ops guides, and we’re excited to share them with you. If you’re not familiar with the ops guides, they are an open-sourced collection of long-form documents that cover a variety of topics related to real-time operations and incident management. We’ve given them some spiffy new headers, cleaned up some sneaky errors, and added a new section titled “Next Steps.”

We asked in a recent poll which popular TV show your IT team resembles the most. Big Brother came out on top, with almost 40% of respondents saying that their incident resolution process most resembled this show. Would you compare your incident management process to an episode of Big Brother? If so, it's likely that your IT environment is highly monitored, but incidents still seem to slip through the cracks.