Build Resilient Operations to Help Future-Proof Your Business

Thanks for joining our webinar today. We'll get started momentarily.

Alright. Hello. Welcome to today's webinar. Thank you for joining us. Before we get started, just a bit of housekeeping.

Attendee lines are muted during the webinar for sound quality. We'll be using the QA box in your Zoom navigation to collect questions. So throughout the webinar, please use that box to submit anything you'd like to ask. There will be time at the end for q&a. You'll also receive a link to the recording of this webinar via the email you used to register today. So with that, let's get started.

Our agenda today will cover the importance of operational resilience, innovation coming to the PagerDuty operations cloud, a product demo, a deep dive, and then, of course, our q&a. So to get us started, I'll toss this over to Jeff.

Thank you for that introduction. I'm Jeff Hausman, and I'm excited to be here today with several of my colleagues discussing how resilient operations are essential for businesses to thrive in today's competitive landscape.

At PagerDuty, we've spent over fifteen years partnering with companies to build and maintain reliable high performing systems.

We understand the challenges you face, and we're committed to providing solutions that help you achieve resilient operations, to be equipped to handle unexpected disruptions and minimize negative impacts.

And today, we're gonna share PagerDuty's point of view about how companies need to build resilient operations to help future proof their businesses.

Now before we share our latest innovation, I do have an obligatory safe harbor statement if we go to the next slide.

This presentation shares forward looking statements. In discussing our future plans, we must acknowledge uncertainties.

Any forward looking statements are subject to risks and actual results may vary. Now that we have that out of the way, as we dive into the subject of operational resiliency, I wanna start by touching on an event on the next slide that may have affected some of you.

Now there have been a number of outages this year. Of note was July nineteenth.

For a lot of people, maybe a number of you, the world operated a little differently on that day. As I think we're all aware, a widespread outage did cause systems all over the world to get stuck in boot mode, and experiences everywhere started to break.

The fragility of operations was on full display. And it wasn't just one company or one industry, it was across the economy.

And it impacted so many of the brands we use, depend on, and trust.

Our point of view at PagerDuty is that it's not a matter of if, but it's a matter of when a major disruption will occur.

So what does exceptional operational excellence looks like? Let's move to the next slide.

Now regardless of your industry, you all rely on digital operations, and your customers expect seamless digital experiences.

Customers expect retail websites to work seamlessly on big shopping days.

They expect smooth experience when they travel, including making reservation changes, electronic boarding passes, and more. They expect the ability to view balances, make trades, and manage their entire financial portfolio at any time of day without interruption.

How you handle mission critical time sensitive work makes the difference in delivering these experiences and avoiding negative impact on revenue and reputation.

Now as we go to the next slide, we know this is not easy.

Given that we often operate in a world where operations and processes can be legacy and manual, there's inherent inefficiency and fragility, which leads to poor customer experiences and material business risk. And on July nineteenth, many organizations were affected by this.

It's time to assess the current business resilience of your organization and develop strategies to future proof positions.

So as we go to the next slide, how do we up level ourselves? How do we build more operational resilience to recover rapidly when there is an outage?

Companies have to shift to a new way of operating. We call this shift crossing the operational chasm.

We see leading organizations building more modern approaches to operations that leverage automation and AI.

This is helping them achieve efficiency, helping them build in appropriate redundancy, and have the tooling, people, and processes architected for resilience to deliver those exceptional experiences.

At PagerDuty, we're here to help all of you cross this operational chasm.

Now speaking of using AI and automation as part of modern operations, let's go to the next slide.

I wanna share with you what we're learning around generative AI and how we're activating it in the platform.

We recently polled a thousand executives and practitioners, and we learned a few things.

First, substantially everybody is experimenting with Gen AI.

Second, nearly half believe they risk falling behind if they don't adopt generative AI as quickly as possible.

And third, everyone is looking for generative AI to amplify and scale their teams.

One hundred percent of respondents want a human in the loop when it relates to digital operations.

So we see automation and generative AI as key accelerators to run your operations efficiently and to deliver those experiences your customers demand.

To that end, today, we are announcing a number of innovations to the PagerDuty Operations Cloud. And if you go to the next slide, I'd like to summarize what we are delivering.

We're highlighting on this slide new innovation coming to the Operations Cloud that help you build that operational resilience.

Let me walk through a few of the areas that strengthen resilience in multiple ways and help you with the transformation I touched on earlier.

First, underpinning all of our innovations is PagerDuty Advance, our regenerative AI offering that's integrated across the platform.

In case you missed it, PagerDuty Advance is officially launched and available for trial.

Plus, all customers on annual premium business and enterprise packages, they have access to free credits to experience the power of generative AI to accelerate key actions.

PagerDuty Advance considers the context of a full instant lifecycle, and it benefits from our extensive foundational data while maintaining appropriate security and privacy.

It enhances triage, instant response, communications, and actions.

We're further preparing you to handle the unexpected in an unpredictable world by transforming how you handle incidents, starting with a completely reimagined, unified chat experience with built in PagerDuty Advance, so you can run the incident wholly from chat within Slack as well as or in addition to Microsoft Teams, saving you time and money.

We're also introducing enterprise grade flexibility with incident types, empowering you to create custom incident types tailored to your diverse response processes.

This includes major incidents, as well as customizable types, like security and compliance incidents or any others that are specific to your organization's bespoke needs.

And the enterprise grade flexibility doesn't stop there.

A highly requested enhancement, service reassignment, that allows organizations to swiftly reroute issues to the appropriate and responsible team, driving frictionless alignment, reducing resolution times, and operational costs.

We're also helping operation centers drive greater business efficiency by focusing on the high impact incidents while intelligently automating lower level issues.

We're launching automation on alerts, which will allow teams to trigger automations to preempt incidents and outages, reducing the costs associated with these disruptions, while also saving resource time.

Global intelligent alert grouping has new enhancements.

They leverage neural networks in addition to the text similarity and other existing techniques, which we expect to provide even more precision in helping teams separate signal from noise and speed up resolution with higher return on the team's resources.

And enhancements to the operations console ensure comprehensive visibility to minimize context switching and increase focus, ultimately generating time savings and improving the quality of outcomes.

Next, we're empowering companies to drive automation at scale.

Our new Automation Use Case Library offers recommended approaches for common IT operations and development scenarios. It enables faster implementation of automation solutions.

Using the Automation Use Case Library, organizations can quickly develop consistent automation processes, mitigating the risk of a poor customer experience and streamlining operations.

You will find content for use cases related to container management, automated diagnostics, database management, and so much more.

And finally, we're unlocking fifteen years of data and insights to help you boost your operational efficiency and resilience with enhancements to our operational maturity model, which scores you from manual to preventative, and now offers actionable recommendations and industry benchmarks to help you improve resilience, reducing the risk of poor customer experience and negative business impact.

Now it's great for me to describe this new innovation, but I'd like to have you see it in action. Let's roll the product showcase video.

After a major outage left customers without access to mobile banking for twenty four hours last year, Acme Bank faced serious business consequences.

The CEO immediately prioritized operational resilience initiatives.

They turned to pager duty to handle their time critical operations.

AI is built into the platform so teams get support at every step of the incident life cycle.

In the event of performance issues, Acme has the visibility and control they need to respond and recover faster.

The operations center has a direct line of sight with a live dashboard in the operations console. PagerDuty surfaces the most important signals by using AI to group related alerts into a single incident.

I'm seeing performance issues on some Kubernetes clusters. Automation ran successfully, and diagnostics show it's not an issue with Kubernetes memory.

But performance still isn't back. I'm seeing global impact to payment processing in production.

Let's declare the incident.

Acme has defined several types of incidents. Payment processing incidents have a custom automated workflow to ensure proper handling and SLA compliance. One step is notifying legal to start their investigation.

Audience specific status pages keep partners, customers, and executives up to date. The on call engineer is notified and they join the dedicated channel.

PagerDuty automatically mobilizes the right teams. Responders start to join the dedicated channel and roles and tasks are assigned.

An automated workflow assigns a task. A Gen AI assistant, PagerDuty Advance, provides triage support directly in chat to help get resolution faster.

Maybe something's changed recently. Looks like there was a deployment to MySQL. Any customer tickets associated?

PagerDuty's AI services customer impact, showing related tickets where the digital wallet is failing.

Time to reassign the incident to the database team so they can resolve this.

MySQL on call joining the party. Let's see what's going on here.

Right. We need to give executives an update.

There we go. Looking at the logs, I see a commit that's probably causing the issue.

PagerDuty Advance services the relevant automated runbooks to resolve the issue.

Let's roll it back to the last version.

The incident is resolved and service is restored.

PagerDuty Advance automatically creates a draft for the post incident review.

Teams easily summarize and learn from what happened using the narrative builder. Clear action items help the team focus on where to improve.

Let's look into adding automation to check pod status and errors.

The engineer visits the automation use case library on pagerduty dot com to find best practices for building automation, including automating diagnostics. Automation is added to PagerDuty so they can speed up response and reduce impact next time.

Legal is on top of it, and ROI for automation is positive. Great to see we're surpassing SLOs for critical services and outperforming industry benchmarks.

With PagerDuty's AI powered platform, Acme Bank avoided bad press and reputational damage. PagerDuty empowers customers to use AI and automation to improve efficiency, mitigate risk, and protect customer experience.

Build more resilient operations with PagerDuty today.

We really hope you enjoyed that video, which showcases the power and innovation of the PagerDuty operations cloud end to end. And now we wanna dig into the innovation details in the context of three solution points. So I'm now gonna pass the baton to Frank Emery, who's gonna share enhancements for operation center modernization.

Frank, over to you.

Awesome. Thanks.

So what a great place to start.

So let's take a look at some of the problems that are facing operation centers today, and they're really concentrated in three key areas that I wanna focus on. And the first is around business and reputational risk.

When production goes down, customer trust is lost and revenue is directly impacted, which can lead to millions of losses.

For ops center teams, this is really driven by responders having too many things to deal with, and not being able to triage incidents before they come in, oftentimes missing major incidents when they could still be preventable.

Secondly, businesses are facing a strain on their innovation. With all the manual work that goes into running a traditional ops center, capacity often becomes an issue, with work being run into r and d teams, causing disruptions, and delay delivering new products to market. And then finally, incident response is getting more expensive. As products that are built and released become more complex, the information required to respond to incidents starts getting trapped in silos maintained or, as tribal knowledge. That's leading to opposite our teams taking longer to get production back online or leading them to send more incidents to constrained resources who may not have the time to respond.

But it doesn't have to be this way. What if we were able to help you modernize your operations center by combining machine learning, automation, and the interconnectivity of the operations cloud to start helping your ops center teams scale more efficiently?

Well, we can, and we did.

So early in the year, we talked about some investments that we're making to help you modernize your operations center, and now we're back to tell you how our customers have been leveraging these investments to find success.

So first, we started to see large organizations standardizing on our ops console and global alert grouping features to keep the responders focused and productive.

Enterprise customers started adopting event driven automation, taking advantage of event orchestrations, interconnectivity with workflows in the ops console to automate large parts of the incident response journey.

And finally, we saw customers scale from hundreds of services to thousands with new dynamic routing and escalation policy capabilities that meant businesses were spending minutes to configure their tools instead of weeks.

With these enhancements, we've helped our customers start to shift from reactive to preventative by leveraging machine learning, event driven automation, and the ops crowd to give businesses the time back that they need to invest in preventing incidents instead of simply responding to them. And I really wanna emphasize that last piece there, preventative. That is a big focus right here at Patriot because the more teams can become preventative, the more they can start to avoid downtime before it even occurs, reclaim their time and start investing more in their businesses, which takes me to what we're working on now and what folks can expect from PagerDuty in the second half of the year.

So first, I'm very excited to announce the next iteration of our ops console, which will now include contextual information about the alerts associated with an incident.

This information is gonna help ops center responders manage more incidents on their own by giving them the information they need to triage and determine appropriate remediation.

Second, our global intelligent alert grouping just got a lot smarter. When grouping occurs across services, the machine learning models that are being used need to be smart enough to understand when different incidents are related, even if they're being generated for teams that don't have the same data.

With this enhancement, our grouping models can now solve that problem by looking at not just textual similarities in incidents, but also by looking at their metadata to determine which incidents are the same.

This release is gonna greatly enhance the precision of our models, and the best part is it's self training, which means you don't need months of implementation time to train and maintain these machine learning models. It just works out of the box right away.

Finally, our new automation on alerts enhancement will allow PagerDuty to execute remediations on alerts before incidents are even created. What this means is that for well understood incidents, the entire incident response process can be managed autonomously, avoiding all responder interaction.

For more complex incidents, automation can now be initiated well before an incident is even created, giving systems time to heal and only notifying responders if a remediation fails.

Together, these enhancements are giving time back to teams and helping them not only start to scale more efficiently, but to actually start to get ahead of incidents so they can implement preventative measures.

And the power of agility advance amplifies all of these benefits.

It allows you to ask questions to accelerate action and has guided assistance capabilities proactively offer context and recommendations.

It offers assistance when a problem is detected and guides teams to quickly triage and apply remediations.

As an example of this kind of modernizing journey that we're on with our customers, we're proud to be working with TUI, the world's largest integrated tourism organization. They have over three hundred hotels, one hundred and thirty aircraft, and sixteen cruise ships across the globe.

TUI modernized its approach by automating incident resolution and streamlining mission critical workflows.

PagerDuty AIOps pinpoints exactly where the problem is so they're able to make decisions very quickly. In fact, auto remediation helps them recover ninety percent faster and deliver a better customer experience.

With PagerDuty, we see less downtime, faster innovation, which increased bookings and revenue.

And so with that, I wanna pass the baton over to Nora who's going to dive into another operational transformation initiative that we've been seeing with our customers. Over to you, Nora.

Thank you, Frank.

So as we're talking about a lot of operational initiatives that PagerDuty is going through, we've been your partner from the beginning with incident management transformations.

Some of the challenges that you've asked us to help you with recently are helping have less incidents identified by customers, reducing the high cost of coordination, and reducing material compliance risks by easy to use processes.

If we go to the next slide, the ways that we're innovating within incident management in order to help you with this are really working where you work. So we have introduced proactive and preventative responses right where you work. And you saw in the demo Microsoft Teams, we also do this in Slack. And so we've made a lot of enhancements in this area, including a lot of customization as well, like incident workflows with loops, conditionals, delays, AWS, and Datadog integrations, as well as tasks and roles, allowing you to really customize the incident response experience you need your responders to follow in order to provide a great experience for your own customers.

Along with that, we are doing more to easily get the right people in the room, which will also help reduce coordination costs during incidents because the right people are already there. We're doing this through scheduled analytics, narrative builder, and service standards API through driving the right actions. Additionally, we're helping you mitigate business risks by easy to follow processes. You can define these processes right from the beginning so your responders don't even have to think about the process they're supposed to follow in certain types of incidents, and you can have comfort that they're doing the right thing. We're doing this through on call, response reports, custom fields and triggers, and workflows available in analytics, as well as dynamic escalation policies.

And if we go to the next slide.

And some of these innovations for end to end incident management include incident types, service reassignment, and a unified chat experience for Microsoft's Teams and also Slack. And we're doing this all through the power of PagerDuty Advance.

If we go to the next slide.

These PagerDuty Advance features have catch me up as well as allowing you to ask if this incident has happened before, generating a status update as well as summarization of the incidents.

And a brand trusted partner that has been with us since the beginning are is IAG Loyalty, operating loyalty programs for the group's airlines, British Airways, Iberia, and Aer Lingus, and more than a hundred and twenty five global brand partners. Their operations team is focused on bringing new products to market while managing operating costs. When IAG was facing long resolution times and ineffective communication between teams, they turn to PagerDuty. We're proud to be a trusted partner that helps teams keep teams aligned on a single source of truth and keeps key stakeholders in the loop. As a result, they've reduced incidents by seventy percent. That's more time back for building better products and services to their customers.

Now let me pass the baton over to Scott to cover a third operational transformation initiative.

Thanks, Nora. So here to talk to you today about automation standardization and center of excellence.

Next slide, please. When we talk with customers, we typically find three main key challenges when we talk about PagerDuty automation, about the pace of business and customer stating the amount of work I have to do continues to increase year over year, but my headcount, meaning full time employees, is either flat or frozen, so I can't hire additional people necessarily to do this work. At the same time, they're being challenged with how do you increase the pace of business or pace of innovation.

In the middle of the slide, a lot of customers to help solve that problem have looked to automation in the industry to solve the problem. But the challenges they're facing is how they've implemented these pager duty sorry, not pager duty, but just automation in general. And what we find is either geo specific or department specific, you have these islands of automation.

These auto islands of automations, the challenges that are occurring, there's these different data silos.

The actual automation is not shared because it's not visible amongst this because of the data silos that exist. And this ultimately leads to subject matter expert burnout because they're needing to replicate and redo automations because they're not discoverable in these other organizations that exist elsewhere due to the data silos, or more importantly, not able to run and use and execute those automations that have been authored elsewhere.

If we could go to the next slide. So what has PagerDuty done to help solve this in the first half of the year? Now starting on the left hand side to improve productivity, we focused on business automation with PagerDuty workflow automation and how could companies specifically make it easy to author and get business level automation through PagerDuty workflow automation up and running quickly? And we found customers utilizing this workflow automation to enhance efficiency and compliance.

As one example, customers are utilizing workflow automation to create examples.

In the middle of the slide, we talked about those islands of automation.

And what we focused on is how do we provide a centralization but still provide autonomy to the business units.

Meaning, a lot of companies need to have an audit perspective of what automations are being used throughout the organization, who could actually use or run those automations, and how it's actually accessed from a security perspective. So that's standardization we have out of the box with the distributed runner management. But more importantly, what distributed runner management does is it provides the autonomy to have different business units, departments, or geos in a project based automation.

More specifically, project based automation will empower those individual organizations to be able to author, run, and utilize automation at their own specific project perspective.

A little bit lower on the slide here from the automatic runner dispatch is really how you run automation at scale. Jeff earlier talked about the crowd strike, but there may be sometimes significant outages, or there may be use cases where you need to change an overall policy from a security perspective.

But within that previous state of islands of automation, it's very difficult to actually run automation across multiple environments, and that's what automatic runner dispatch does. It helps be able to have the capability of running automation simultaneously amongst multiple environments.

And runners and no as nodes reduces the number of steps it takes to author technical automation, but also helps support remote store operations.

More specifically, you have some organizations that are needing to run automation, let's say, at a physical store, a retail store, for, let's say, point of sale systems or other areas. So how can you have automation run specifically at the store level to empower, automation to run at a very, very specific level? Over on the right hand side with operational efficiency, I'll talk more about the operational maturity model of how we're utilizing the PagerDuty operations cloud, actually providing a capability of ensuring customers understand where they are from, operational maturity perspective.

If we could go to the next slide, where we're focused at in the next half and the second half of the year in what we've launched, if you go to pager duty dot com slash automation, you could find now a PagerDuty automation use case content library.

And really what this solves is being clear on all the various types of automation PagerDuty automation could help you and your organization solve. This is both for planned and unplanned critical work.

From an unplanned critical work, automation could exist throughout the entire life cycle of an incident, itself by providing automation at those very specific steps. So we often get asked, well, what can Pedro Automation do? And this is to help solve and provide clarity both for the problems that it solves and the solutions that it could actually provide, as well as reducing the time or level or effort that it would take to create those technical automations.

In addition, they could help answer on, do you integrate with x or y tool? So not only from a problem solution that talks about these automations could be leveraged with what type of plug in or integration itself.

If we could go to that so sorry. If I could go back just for a moment there, one previous slide, I wanna actually be clear on Jeff alluded to earlier. Our first focus on the content library is focused on three content areas, which is diagnostics, container management, and database management. And Jeff alluded to that earlier.

Next quarter, we're also gonna be focusing on backup recovery, storage management, and network management. But I wanna be clear, and we don't just see this as a second half launch for PagerDuty. We're gonna continually update and add content through this throughout this year as well as, next year and coming years to be able to provide and provide additional content and rich content for customers.

If we could go to the next slide, in addition to the content library, we wanna utilize PagerDuty advances or generative AI applications to also assist in generating these runbooks.

So how can you leverage generative AI to state what type of automation that you would like to create and utilize PagerDuty events to help generate and create those runbooks?

As well as making forth visible of what automations exist within your environment today and then the ability to run and execute those automations to reduce the time that it takes to get back up and running. So we'll continue to enhance, utilize generative AI with our PagerDuty advanced to both make automation easier to create, discover, and run with, Generative AI.

And last but not least, we can move to the next slide of an example of our cost customer utilizing PagerDuty automation and the outcomes that they're achieving is a company called Specsavers.

And Specsavers, just to provide clarity, they're optical and audiology company, services company, and they have over two thousand store locations in eleven countries.

And prior to using PagerDuty, they were challenged with a lot of late cancellations of appointments that they have within their stores.

And to actually change and cancel an appointment took a significant amount of manual tasks, impact the lost revenue, and also customer experience. It was very difficult for customers that canceled appointments to reopen an appointment for a future date. So within Specsavers, they save a significant amount of time as far as over two hundred and twenty five days of manual effort saved monthly and seventy five percent reduction in time for technical training. And overall, they're running over a hundred and twenty thousand automation jobs monthly.

Now moving not just to automation, but how are we improving operational efficiency across the entire operations cloud?

We've gotten asked year over year by customers, can you help me tell me what actually good looks like? And this is what we're trying to answer and what we are answering with the operational maturity model. In meaning, what good looks like, more specifically, our customers are asking us, can you give me a score of where my current state in my organization is from a maturity level with our adoption of PagerDuty?

In addition to that, customers are also looking at not where do I fall in the current state, but where do I fall amongst my peers in my industry of where I am from maturity model? Am I investing class? Am I meeting or am I below?

And then also, specifically, can you provide me guidance on what the next steps may be of how I could actually improve my operational maturity?

So, again, this utilizes capabilities of the entire operational cloud to understand where you are today within your current state, where you are compared to your peers, and more specifically, what actions I could take to improve the score. And that's what the overall benchmark for operational maturity model solves.

Mandy, over to you for q and a, please.

Excellent. Thanks, everyone. That was great.

I know that was a lot of information for everyone. Reminder, you will get a link to the recording in your email afterwards so you can refer back to all the great stuff that we've talked about. So let's kick it off in q and a. If you do have additional questions while we're doing q and a, go ahead and use the q and a button in your Zoom navigation, and we will get to your question. Let's start out with one that came in for Nora.

Nora, how does the incident management transformation solution help with optimizing coordination efforts and the costs during an incident?

Yeah. I love this question.

I think in this day and age, we all kind of live in chat in a lot of our companies. And when you're in the middle of an incident, you don't have time to go to a million different places, which is why I'm really excited about the enhancements that we have made to our chat experience, allowing you to do all the customizations that you do in PagerDuty and more right from chat, which should save the time it takes with that you would take for getting people in the channel or even jumping over to different tools. And so what I'm really excited about is this provides the opportunity for folks to consolidate tools. You can do everything just within PagerDuty now with our enhanced chat experience.

It adds time to switch from tool to tool during an incident, and we now offer the best in class experience here. So, that's what I'm really excited about.

Excellent. That will smooth things out for folks definitely.

One is coming for Scott.

In what ways will the use case library help users discover what's possible with PagerDuty automation?

Thanks, Mandy, and thanks for the question. Well, really, you could filter by the category or type of automation that you're looking to create or find.

So we're trying to think of it as what problem are you trying to solve and what category then maybe that'll apply to. So you can either do a free text search in the search box and find that or search by category or search by actual solution plays, ultimately, where this automation maps to. So, again, we're trying to focus on key core areas of certain categories to start with, but where this will evolve and continue and evolve to is additional categories, additional solution plays that automation can solve both for planned and unplanned critical work.

So, again, you could search by a category or by solution play. And, also, we're ensuring that search engine marketing sorry. Search engine optimization that this could easily just be found via Google and bring you right to the actual solution play online. So how do we make it easier to discover, easier to search, and easier to filter to find information that's more in your business terms of your problems that you're facing and then how we would solve this.

Great. I hope everyone's looking forward to trying those out.

One for Frank.

What are the potential challenges that organizations might face when integrating the new operations console with their existing ITSM tools, and how can they overcome those challenges?

Great question.

As folks might know, we released the ops console earlier in the year, and so we've had the opportunity to work with a lot of customers now who have adopted, that tool into their incident management process.

I would say the biggest challenge that we've seen so far isn't so much integrated with existing tooling.

Fortunately, PagerDuty has a lot of integrations with all the different tools that might exist in someone's stack, and all those integrations do show up automatically in the ops console. But what we found happens the most is there's a culture shift, that happens. So a lot of teams are used to managing two or three or four different tools at once, and having all that work consolidated down into a single view tends to be, what involves most change management. We usually see teams adapt pretty quickly, and the nice thing is once we they do, we actually find that the triage process for them is about twenty percent faster.

But it's that whole process of getting used to having all your data in one view, all of your actions in one view, but not switching between tabs constantly, changing that behavior. And then once we see that, as I said, we do see some some fairly substantial benefits for customers once they've made that change.

Excellent. Excellent. We have another question about automation.

What's the strategy for automation in hybrid environments?

The current focus is containers and databases, etcetera. But how easy will it be to integrate with existing runbooks or keep internal runbooks inside of PagerDuty? And, also, can you can automation trigger automations to sort of chain things together?

Thank you for the question.

So a few aspects. I'll break down the question in a few areas. One, PagerDuty automation, specifically runbook automation, could integrates with multiple tools. So it doesn't need to replace the tools. It could orchestrate existing automations and other applications that exist in the industry.

From the hybrid perspective, we focused in a lot of our runners and our enterprise runners, specifically of how automation runs and can be run securely in environment both either on premise, being self hosted, or in the cloud. So we have customers utilizing automation in hybrid environments both on premise and the cloud to our actual distributed runner that provides the secure capabilities to actually facilitate the running of that.

I mentioned the various categories that you're mentioning in the question, but, yes, automation can trigger and run automation in the multistep process, that exists. So it can handle that for sure. Yes.

Excellent.

Excellent. Excellent. Excellent. Alright. Let's go for one for Frank or Scott.

What role does GenAI play in the future of Knox or operation centers, and how is PagerDuty incorporating it into its solutions?

Frank, you want me to take that first and you could weigh in? So thoughts?

Yeah. I think it's a good split. So maybe you can start, and then I'll kind of come in at the end as well.

Sure. So PagerDuty advanced, just to back up a high level and then address the question, it can answer questions that are typed in, being question and answer, question and answer as many different chatbot or generative AI applications do. But it also has some proactive elements that exist when an incident starts.

And at least what we find a lot of times in operation centers is there could be different categories of issues.

There are a number of times where an issue comes into an operation center if we've seen this previous issue before, and we know the actual recommended path for remediation.

And PagerDuty Advance today in its current state and generally what's generally available can preemptively and proactively what we call incident context. It could look at, are there any past incidents that are like this that we could address this question and answer that and not only provide what that incident was, but also provide the probable and recommended remediation to solve that issue. So this is where I believe PagerDuty Advanced and Generative AI could help an operation center by looking at, are there similar like incidents and also providing a prescriptive path to remediate there to automate that resolution, but still keeping that human in the loop if you want to to actually run that automation. Frank, over to you.

Yeah. So I think, the way I always look at this problem is there's sort of two classes of incidents that exist.

One is what I would typically call, like, a well understood incident or a partially understood incident, and that's where tools like the ops console and automation can really come in to automate as much of the process as possible. The other kind of incident is anything new or novel or major, and I think that's really where generative AI comes in. And I think when we look at how generative AI interacts with a NOC environment, it's starting to get really good at figuring out which of those two incidents you're looking at, so categorizing incidents into this situation where automation can take over. Or if it's an incident that's new, novel, and major, and that's where it needs to go to a human, and that's where generative AI really shines by helping responders, you know, connect the dots and figure out how to solve problems. And so that's kind of how I see that split and and how I would recommend people looking at generative AI in that context.

Great. Excellent. Thank you.

Nora, how can folks get a chance to test out all these great new features we've been talking about?

Yeah. Absolutely. We're excited that you're excited to get your hands on them. We're excited for that too. So, several of them can be available for EA, at pagerduty dot com slash early dash access.

And then several of them are being rolled out over the coming months. So we will definitely keep you up to date on that.

Excellent. We've got a link in the chat for everyone to sign up for the things that are EA, so make sure you check that out. Keep an eye on that page because as things come out, it it updates pretty regularly. So let's see what's next.

What have we got here?

How about for, for Scott, is Patriot Advanced requiring additional licenses?

So one of the things that Jeff alluded to, premium level packages such as a business package and enterprise package includes a number of credits that are provided to the organization.

Those credits different than depending upon the package that you have.

Once you utilize or exhaust those credits, then PagerDuty Advance does require additional licenses and an add on purchase that you could purchase additional credits.

For professional level packages, you can trial the actual application and also utilize a set of trials for fourteen days to evaluate PagerDuty Advance. So the answer to the question is, yes, it requires additional licenses, excuse me, once you exhaust your credits if those are available in the package that you have, or you could trial and then purchase additional credits for PagerDuty Advance.

Excellent.

Alright. Frank, we've got a limitation question here for you. Has PagerDuty addressed the one hundred and twenty events per minute per integration key limitation?

I love this question these days because we have a great answer for it. So, yes, as part of AIops now, we can offer customers up to ten thousand events a minute, so substantially more than than the one twenty. And it's something we're always looking at growing as well. So, you know, as the volumes of events go up and as the use cases people are trying to address get more complex, we're always looking at at not only providing that ten thousand event, permanent limit to AIops customers, but then looking at how we extend that further to to further address customer's questions.

But I I can safely say it's no longer an issue nowadays. When folks wanna send us their events, we can typically always answer the question. Absolutely. We can handle that volume.

Excellent. I love those answers. Fantastic.

One for Scott.

Something that's on a lot of enterprise minds, I think, recently.

What information can you provide for customers that want to use the AI, but the security teams have reservations about using AI?

Sure. So trust and transparency are key. So what we're doing to help mitigate and answer questions of IT or security teams is we have posted a PagerDuty advanced AI disclosure that could be found at assurance dot pagerduty dot com. I'll also type in that information.

That information can be found that's doesn't need not log in. You just need to go to the site, and you could see that. It talks about whether we do or do not train data between customer environments. We do not. We do not share information. So it goes through a lot of common questions that IT or security teams have, and we've documented that in a response to help proactively answer these questions to increase adoption of our program and also trust and transparency.

Again, that's assurance dot PagerDuty dot com, and you'll find the document called PagerDuty advanced AI disclosure. So that was created to help document and help answer those questions.

Perfect. Thank you. One for Frank. Can we have recent changes available in the ops console?

Great question.

So as the ops console gets more adoption, we're always looking at extending it. And I'll say that, in our planning for next year, we're actually looking at right now bringing more of the triage and root cause analysis features that people are familiar with on the incident page into the ops console. So, you know, we don't have a firm timeline for anything in the next fiscal year yet, but it's certainly at the top of our list to look at how we pull in some of those triage features so that not responders have access to the same kind of information that someone sitting on an incident page would.

So definitely something to look forward to in the near future.

Awesome.

Love it when we can talk about what's coming.

Fantastic.

One for Nora. How can you leverage insights from post incident reviews to improve future incident response?

Yeah. Absolutely. So as I shared earlier, we have fully integrated, from our acquisition of Jelly, the narrative builder, into a lot of our features. And so really connecting that end to end life cycle can help you really easily learn from your incidents afterwards and feed those learnings back into the beginning of your cycle. So you can learn things like who the typical responders were and where things got hard for them. Because if you're understanding where things got hard for them, you can make those things easier and faster in the future. And so we aim to show you those things that are kind of hard to see with the human eye pretty automatically after your incidents.

Excellent. We love it. Wanna learn from these. Right? They're all a gift.

For Frank, what are the best practices for implementing automation on alerts to ensure maximum efficiency and minimal false positives? Folks get really concerned about the false positives.

Yeah. And that's actually one of the reasons why we built automation alerts.

So, as I mentioned earlier, I tend to categorize incidents into a couple of big buckets. I look at well understood incidents where you know exactly how to solve things such as executing the resolution.

What I would call partially understood incidents where you have a pretty good idea of what's going on. There's, like, two or three remediations you could trigger, but you're not sure which one yet. And then those new novel and major incidents where you have never seen this before, it's fairly severe. And so, you know, trying to attempt an automated remediation might be risky.

And so for each of those three situations, our recommendation is if it's a well understood incident and you're always doing the same thing over and over again, you should trigger the remediation automatically, at the alert level. So as soon as an order is created, kick off that automation. You know exactly what's gonna happen. So just do it.

And then in doing that, you can actually resolve a ton of issues before you can become incidents. And that first category is actually the majority of incidents that people see, especially in operations environments.

For that second class of incidents, what I recommend is actually triggering the remediation and then doing what's called pausing or suspending incident creation.

What this does is it gives that remediation time to to kick in, before an incident's created, and then hopefully the incident doesn't get created and everything's solved. And so that's really good if, you know, there's maybe two or three different remediations. You're pretty sure which one it is. Go for it.

Trigger that remediation. If it doesn't work, in ten minutes, you'll still get that same incident, but now you'll have an incident with information telling you exactly what's going on and what worked and what didn't work. And for those new, novel, or major incidents, what we recommend is really triggering automations on actions like looping, where you might get new alerts going into an incident that could provide information about a change of state or change of how the incident is evolving over time, associating those state changes or data changes with automations and then triggering automations on those kinds of actions is a way to make sure that anyone dealing with this new novel or major incident has up to date data and is working on the most accurate information possible to really speed up remediation.

Excellent. Thank you. One final question here.

Folks seem, like, pretty excited to hear about the automation use case library. Scott, how do you see the use case library evolving over time as folks get creative with this kind of solution?

Really looking at how we can leverage our various different internal employees, such as solution consultants or others of the demos that they're going through, feedback they're getting from customers, to weigh in and create new automations of use cases that we're hearing customers typically ask about in various different categories. So how we continue to evolve is simply by listening and understanding and acting based upon feedback from customers on the areas where they want more automation of and how we could particularly be more prescriptive.

As well as what we're, Nora was talking about earlier on incident types, There's a lot of different capabilities that'll exist with incident types that will expand the PagerDuty's operations cloud to areas such as, like, LLM operations and other areas and where automation could be run to help facilitate the creation of sub incidents or incident types and others that exist. So really listening and acting upon feedback from customers of what we're hearing of what use cases that customers want and then be able to iterate on those use cases quickly and not needing to tie it to a development cycle or whatnot so we could continue and improve.

Excellent. Speaking of incident types, Nora, do you have anything to add about what you see with, how folks will use incident types?

Yeah. And that's the beauty of incident types is you can use them however you want. You can use them to decide what kind of incident triggers a certain workflow that you want to follow and use them to really categorize and define incident processes across your organizations. We see organizations large and small, want to use incident types to really customize these processes depending on the specific nuance of the incident at hand. It can be for compliance reasons. It can be for security reasons.

It could even be an incident type that is sort of a normal course of action for work that you just wanna get people in a remover. So, there's really a lot of creativity that you can instill with these.

Excellent. Makes your data so much richer to have all these things. Alright. We have one more for Frank that came in under the wire here. So, is there a protective mechanism protecting us?

Oh, where did it go? It disappeared on me.

Alright. Is there a protective mechanism protecting us to initiate the same automation in a loop and keep a service in a constant rollback or to restart that loop?

Yeah. Definitely.

And we have a good answer. So we can do that.

So there's a feature that exists within PagerDuty IOPS called cache variables.

And what these allow you to do is track data associated with events and alerts, over time after an event or an alert has been turned into an incident. And so what we recommend for folks who want to avoid that sort of circular automation logic is create a cache variable that tracks whether an automation has been run, and then you can specify that in the future when more events come in to not rerun that automation if that variable is populated. So, you know, it's as easy as saying create that variable, track events that have hit it, and then wipe that variable out after five or ten or fifteen minutes, and then you can ensure that you're, a, controlling how often the automation is running, and then, b, make sure that you're not, you know, knocking out your automation with automation.

Awesome. Anyway, trying the wrong thing over and over and over again. So perfect. Alright. Thank you all for joining us today.

We direct you to where you can learn more about what is coming up. First, as always, reach out to your account team if you'd like to know more about what was presented today. There's a link in the chat that will help you direct you to them. Additionally, we have a lot of continued upper, educational opportunities available at PagerDuty University. So if you haven't created an account there, definitely check that out. You can find everything to help from fundamentals to expert courses.

Make sure you're looking at things there. There's always stuff being added. And we've got a brand new version of the PagerDuty community called PD Commons. We launched it in September where you can engage with us and other PagerDuty users. Please find the link in the chat and join us there. That would be great.

Finally, you can also find us in person at these events for the rest of the year. We'll be at the Gartner Symposium US at the end of October. We'll be at Gartner Barcelona, November fourth through the seventh. That same week is KubeCon US in Salt Lake City.

We'll also have an amazing presence at re Invent this year. Join us in Las Vegas in December from the second to the fifth, and we'll also be at Gartner IOCS in Tokyo, December third through the fifth. So we'd love to see you. If you are at any of those events, please stop by our booths and say hello.

And with that, we are done. Thank you so much for joining us, and have a great rest of your day.