Operations | Monitoring | ITSM | DevOps | Cloud

The latest News and Information on Incident Management, On-Call, Incident Response and related technologies.

Panel: Handling Incident Response - Dash 2021 (Datadog, PagerDuty)

When customer-impacting downtime happens, it’s crucial that responders are prepared and can resolve these issues as quickly as possible. Knowing the right tools to use, from wherever you are working from, will help to have a well-defined strategy in place to come together as a team, work the problem, and get to a solution quickly. In this roundtable discussion, PagerDuty and Datadog engineers chat about incident responses and how we use all the tools at our disposal to respond quickly and effectively.

Is it a ghost or is it Flow Designer?

Maybe it’s the time of year or the change in temperature, but sometimes using xMatters Flow Designer can seem a little… spooky? Maybe it’s the unlimited capability it offers, or maybe it’s that it can make changes for you without you being aware they’re taking place. But every once in a while, we’re not sure if we’ve just set up workflows too effectively, or that something a touch paranormal is happening with xMatters.

Improve your on-call experience with Datadog mobile dashboard widgets

Life happens—even when you’re on-call. You can’t take your laptop everywhere, but whether you’re on the train, at dinner, or at the gym, you can count on the Datadog mobile app for access to key data about the status and performance of your applications. Now, you can use Datadog mobile widgets to build an on-call mobile dashboard directly on your phone’s home screen, so it’s even easier to track the data you care about from anywhere.

Differences between Site Reliability Engineer Vs. Software Engineer Vs. Cloud Engineer Vs. DevOps Engineer

The evolution of Software Engineering over the last decade has lead to the emergence of numerous job roles. So how different is a Software Engineer, DevOps Engineer, Site Reliability Engineer and a Cloud Engineer from each other? In this blog, we drill down and compare the differences between these roles and their functions.

Customer Service Ops & PagerDuty Zendesk Integration v3 Full Case Ownership Use Case

PagerDuty's Zendesk Integration enhances communication between engineering and support teams by providing visibility to high-impact incidents via the PagerDuty Status Dashboard that is integrated into the Zendesk interface. Automate workflows for a fast-paced support team and provide the right level of information so they can interact knowledgeably with their customers while also reducing time and effort.

PD, Salesforce Service Cloud, Slack: Proactive Case Escalation & Slack-First Intelligent Swarming

Learn about and see how PagerDuty, Salesforce Service Cloud, and Slack empower collaboration across your organization to accelerate time to resolution. Proactively improve customer satisfaction in real time and break down silos to connect customer service teams with engineering teams to address incidents quickly when seconds matter. Enjoy greater control when resolving issues and anticipating customers' needs through an incident command console that gives customer service agents and stakeholders instant updates on critical, customer-impacting issues.

Five steps to better customer communication

When you’re deep into an incident and there’s alerts firing, decisions to be made, and people to escalate to, it’s easy for outward communication with your customers to fall off the priority list. In many regards this makes sense; it seems natural to put all of your focus and energy into minimising the impact and getting things back on track as soon as possible.

What's New: Extending our Datadog Capabilities With New PagerDuty Widgets

In the last two years, we have seen the rise of remote and hybrid work, and with that, a proliferation of tools and apps needed to support critical communication and collaboration. Finding that app-life balance has become increasingly complex, so simplifying “how” we work is key for every organization.