Incidents happen. Things go wrong. Systems fail. Sometimes they fail in unexpected and dramatic ways that create Major Incidents. PagerDuty makes a very specific distinction between an incident and an Incident. Your organization may also make such a distinction. Determining if an incident is major or not can come down to a number of factors, or a specific combination of factors, like the number of services affected, the customer impact, and the duration of the incident.

After two years of sky-high spending on cloud and related technologies, 2022 is the crunch point for corporate IT and digital leaders. Investments in technology helped facilitate the rapid shift to mass hybrid working and supported businesses to embrace the digital-first models of the new normal. But beyond merely investments to support new working styles, leaders also must ensure their organization continues to innovate.

At PagerDuty, we are committed to championing the customer — it’s a core company value. Our product has to provide great value, we have to provide excellent service, and we need to make it simple to do business with us. The Winter 2022 G2 Grid for AIOps Platforms Relationship Index showcases these values and highlights PagerDuty as a leading player in the AIOps space.

PagerDuty is excited to introduce Round Robin Scheduling. Round Robin Scheduling allows teams to equitably distribute on-call shift responsibilities amongst team members. Automatically assigning new incidents across different users or on-call schedules on an escalation level ensures that teams are resolving incidents as efficiently as possible. And, by balancing the workload across multiple users, there’s less risk of burnout.

Most support organizations today adopt some form of the traditional tiered support model. It is one that is based on a process of escalations and customer handoffs. Under this model, customer issues get escalated through multiple levels of a support hierarchy, with three tiers being a common workflow.

PagerDuty’s Operations Cloud helps organizations with critical work across the entire business, from IT teams to customer service to human resources, marketing, sales, and more. With PagerDuty, organizations can prioritize accurately, respond efficiently, and reduce operational overhead. In this blog post, we’ll share examples of how PagerDuty can be used for critical work in all departments, not just IT, using our new Solution Guides for Business.

A Scrum Ceremony is a type of scrum event or meeting that is intended to help move projects forward in a more timely and efficient manner. These ceremonies occur at key points in the production process, emphasizing organized collaboration and communication between team members to help simplify complex development processes and queues. For example, Daily Scrum is a ceremony held every morning to go over which items have been completed, which are being worked on, and which are coming up.

Within DevOps, we talk a lot about the on-call process—but what about the human side of being on-call? For example, what are effective ways of managing stress and anxiety during a shift? How can one manage life situations that make being on-call difficult—such as being responsible for watching the kids during an on-call rotation? And how can an empathic team culture help prevent burnout and turnover?

Creating a new product or implementing a new feature should be rewarding and encourage innovation. However, when a development team is instead stuck writing lengthy requirements documentation with suffocatingly rigid guidelines, that may not always be the case. Traditional software development methods relied heavily on following a predetermined set of requirements for each unique feature of a given product, service, or application.

Earlier this fall, we announced a significant evolution in the IT process automation portfolio at PagerDuty—the general availability of PagerDuty Rundeck Actions and early access for Rundeck Cloud. These new offerings reflect our vision to enable companies to take real-time actions by democratizing access to automation. In other words, to quickly and safely delegate automated IT processes to the IT users (and APIs) that need them to get work done.