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…
| In Best Practices & Insights, Digital Operations, Incident Management & Response, Incident Management Best Practices
We’re eating at restaurants again. We’re seeing family after too long apart. Some of us may even be returning to the office. But, that doesn’t…
The global pandemic is estimated to have accelerated digital transformation by at least seven years—and it’s showing no signs of stopping. In fact, companies are…
Many sectors suffered during the COVID-19 pandemic, but the travel and hospitality industry was struck particularly hard as the world went into lockdown and governments…
欢迎! [Huānyíng] In Mandarin, this means “welcome,” the first Chinese phrase I ever learned as a Mandarin Language Minor in college. It took me two…
In any fast-paced engineering environment, unexpected incidents can arise and escalate without warning. Effective leadership is key when this happens since coordination and decision-making across…
(This blog post is inspired by the talk that I will be giving at DevOps Talks Conference Melbourne and DevOps Talks Conference Auckland. Hope to…
Modern Enterprise organizations today are managing increasingly complex technology portfolios and pressured to deliver on innovation—all while facing far higher stakes than ever before when…
What does incident management mean for the travel and hospitality industry? There are times when it can mean everything. In this post, we’ll take a…
We all know how important the customer service experience is. But getting customer service right is hard because it isn’t always easy to anticipate or…
The typical techie will face every challenge with a simple question: “Can I build the solution myself?” And often, the question is valid enough that…
When you hear the words incident management, you may think of IT pros managing backend systems. Customer support teams probably don’t come to mind. But…
The big advantage of configuration management tools like Chef, Puppet, and Ansible is that they turn your data center into “scripted” infrastructure. Instead of wasting…
Guest post. As a freelance developer, inheriting projects is a necessary evil. Almost every project has legacy code that the team is afraid to touch,…
The point of continuous integration is to automate builds and tests, and bring efficiency and quality to the pipeline. However, things do sometimes go wrong…
| In Best Practices & Insights, Incident Management & Response, Incident Management Best Practices, ITOps & Modern Ops, Security, Trends
The threat landscape is expanding at a crazy pace. There are new vulnerabilities released every day, and the amount of servers, applications, and endpoints for…
In our always-on, IoT-enabled, cloud-connected, big data age, we face a major paradox: it’s now easier than ever to collect large amounts of data —…
| In Best Practices & Insights, Incident Management & Response, Incident Management Best Practices, On-Call Life
Credit: NASA Organizations need many incident commanders to provide a high level of service to their customers while avoiding on-call load. Many shy away from…