Innovation in automation is transforming what’s possible in operational dynamics at an unprecedented pace. For modern enterprises, this shift is not just a technological evolution; it’s a strategic imperative. C-suite executives and boardrooms increasingly recognize the potential of technologies like GenAI as powerful tools for enhancing productivity, reducing risk, and optimizing costs.

Consistency is key in today’s ultra-competitive retail environment. Whether a customer walks into a store in New York City, London, or Tokyo, or shops online, they expect the same seamless and personalized shopping experience, regardless of where they are. These consistent experiences are what creates customer loyalty and keep them coming back From an IT perspective, delivering these experiences across multiple distributed locations presents unique challenges.

The recent global IT outage is a stark reminder that even the most advanced organizations can have bad days. Major disruptions can have significant downstream impacts that can lead to disappointed customers, lost revenue, deferred processes and even legal action if the downtime is considerable. With the rapid pace of technological change and the continued digital transformation intensified by AI, disruptions are no longer “unexpected.” They are part of the normal course of business.

In an era where efficiency and smart technology integration are key, 71% of technical leaders report their companies are expanding their investments in artificial intelligence (AI) and machine learning (ML) this year. With the sheer volume of data coming into the enterprise and the need for timely response, monitoring every incoming alert around the clock is impractical, and human vigilance alone is too imprecise.

It was 3AM at Newark Liberty International Airport. I was groggy, waiting in line to get my boarding pass, only to be met with a blue screen on the check-in kiosk. Needing some coffee, I learned the vendor was only accepting cash. There was clearly a big outage and I quickly checked our systems at PagerDuty. Major outages happen multiple times per year, so frequently that we have an internal dashboard (colloquially referred to as “the internets are broken”).

Global IT disruptions and outages are becoming the new normal, testing the operational resilience of businesses everywhere. How well prepared your team is to handle major incidents determines how fast the business can return to normal. Operations Centers are relied on to manage these disruptions and ensure quick recovery. They’re the point of entry for incoming data that holds important signals of impending failure that impact customers, the business, and the bottom line.

One of the first key tenets of cloud computing was that “you own your own availability”, the idea being that the public cloud providers were making infrastructure available to you, and your organization had to decide what to use and how to use it in order to meet your organization’s goals. The cloud providers have no knowledge of your applications or their KPIs.

The recent global outage reminds us that identifying issues and their impact radius is just the first part of a lengthy process to remediation. Incidents are inevitable; how we prepare for and learn from them is what sets teams up to respond more effectively next time. As we saw from the remediation steps taken by enterprises around the world, implementing a known fix across a large number of environments that are potentially managed by a number of distributed teams can be a gargantuan challenge.

Software is not perfect. And ultimately, it’s not a matter of if you will have an outage, but of when. With the increasing complexity and frequency of IT incidents, is your organization prepared to respond and recover when each second counts? Here at PagerDuty, we’ve compiled a list of best practices to keep your systems up and running.

Incidents can happen anywhere at any time. They can be small, well-defined, and easily contained. They can be large, messy, and complex, like the major outage we saw recently. Or they can be somewhere in between. When incidents occur, mobilizing and coordinating responders is crucial to restoring service, protecting the customer experience, and mitigating business risks.