Gearing up for Digital Transformation
By Vera Chen
Modern organizations face great challenges as they embrace innovation and
integrate new tools and services. They begin to mature and move away from the
complacency of maintaining traditional technologies and systems that only
solve individual, siloed problems and work “well enough.” In order to
build a product that delivers continuous value, organizations must discover
and address the true pain points and pitfalls teams experience throughout the
incident management lifecycle in order to innovate solutions that boost
revenue, increase system availability and performance, and augment employee
productivity and efficiency. These companies must undergo a digital
In recent months, the product team here at PagerDuty has continued to impress
me with their feature releases that aim to improve the welfare of ... (more)
ITOps in the Modern Ops World
By Patrick O'Fallon
As modern operations gain momentum, it is quickly becoming the new norm for
business. Infrastructure has become malleable and self-service is in demand.
As a result, traditional IT operations need to evolve from legacy models with
outdated tools and methodologies - a thought that's often met with opposition
since it's these very legacy tools that have kept systems up and business
running. Yet it is more imperative than ever that ITOps build a framework for
managing a more hybrid and agile infrastructure because it is this very
Yesterday was a bad day for the cloud. PagerDuty, as well as many of our
customers and colleagues, suffered significant outages as a result of
multiple sophisticated DDoS attacks on a popular DNS provider.
We suffered a major outage yesterday, Friday, October 21 which lasted for
nearly 3 hours from approximately 10 am to 1 pm Pacific Standard Time. During
this time, we were completely unavailable for about 30 minutes, followed by a
period of limited availability due to a very high load as we cleared a large
backlog of queued notifications and resolved additional DNS-related issues... (more)
PagerDuty sends hundreds of thousands of email notifications to customers
every day, providing timely insights into problems that need their attention.
To make the act of getting paged not just more pleasant, but also more
informative, we’ve upgraded our email system in a big way — by adding
support for rich HTML emails.
With the addition of HTML emails, your email client is the place to go for
incredibly rich and detailed notifications when you get paged. HTML emails
Embedded links to each incident, service, assignee, and escalation policy —
allowing you to understan... (more)
“How can we reduce incident resolution time? Our MTTR numbers are dragging
If you find yourself shouting this question at the sky, you’re hardly
alone. It’s a chronic support problem. How do you reduce incident
resolution time? As it turns out, there are some very effective and very
sensible things that you can do. We’ll take a look at them in this post.
Metrics, Metrics, Metrics
First and foremost, it’s important to understand the ways that metrics are
used to gauge incident resolution and decide which aspects of those metrics
matter most to you.
The most basic metric... (more)