Operations | Monitoring | ITSM | DevOps | Cloud

IT Operations teams must detect and address incidents quickly to ensure efficient operations and reliable IT infrastructures. As organizations grow and scale their service offerings, their IT environments inevitably become more complex. Filtering through alerts becomes increasingly challenging due to excessive noise and a lack of end-to-end visibility. As a result, IT operations teams are forced to escalate issues more frequently.

We’re thrilled to announce that our ServiceNow integration is now generally available (GA). For enterprises that rely on ServiceNow to power their ITSM, this integration creates a seamless bridge between engineers responding to incidents in FireHydrant and the broader organization. At FireHydrant, we are committed to delivering enterprise-grade solutions that go beyond the basics.

Financial entities face increasing complexity in digital operations, making resilience, compliance, and incident management more critical than ever. Heath Newburn, PagerDuty’s Global Field CTO, shares his expertise on tackling these challenges, balancing innovation with compliance, and building operational resilience for lasting success. What are the top challenges that you hear from IT leaders in regulated industries like financial services?

Since its launch in 2009, PagerDuty has been the go-to tool for organizations looking for a reliable paging and on-call management system. It’s been the operational backbone for anyone running an ‘always-on’ service, and it’s done the job well. Ask anyone about the product, and you’re all-but-guaranteed to hear the phrase “it’s incredibly reliable.” I agree. But reliability isn’t everything.

Data security and DevSecOps should be top priorities for every business, but some of us may fear the complexities of implementation. Many organizations are still shelving security concerns in favor of quick IT upgrades and software development. Security is no longer optional. Changes to the laws that govern the collection and use of personal information have forced many to prioritize security sooner rather than later.

As work environments for entire industries continue to evolve between on-site, remote, and hybrid models, the performance of IT operations (ITOps) teams is more critical than ever. If you need proof, just remember the global impact of the CloudStrike outage. Operations teams must monitor, triage, communicate, and manage incidents 24×7 across all services. SaaS, legacy on-premises, and homegrown tools and systems are all stretching to meet business demand. Customer expectations are ever-increasing.

In a recent webinar, BigPanda CEO Assaf Resnick noted that for the last 15 years, CIOs staked their reputations on how effectively they could move their enterprises to the cloud. Assaf predicts CIOs will focus on integrating generative AI into their enterprises over the next 10 years to deliver tangible business value. IT operations (ITOps) and IT service management (ITSM) offer significant opportunities to incorporate AI to enhance and accelerate their processes.

In an era where regulatory frameworks like DORA and FCA PS21/3 and PRA PS6/21 demand higher standards for financial resilience, European financial entities face growing pressures to ensure compliance and operational excellence. To understand these challenges, we spoke with Lee Fredricks, Director of Solutions Consulting for EMEA at PagerDuty.

The stress, sudden disruptions, and high stakes of resolving issues while on call is one of the most challenging aspects of an engineer’s job. Many organizations, from startups to large enterprises, still struggle with their on-call experience, which leads to longer resolution times and lower employee retention rates. Constant context switching, managing multiple tools, and racing against time to resolve issues can cause frustration, burnout, and inefficiency.