PagerDuty Blog

See Your PagerDuty Account Clearly in 2020

What better way to start off the new year than reflecting on the past 12 months and conducting a retrospective of your systems, processes, and culture at your organization? For instance, what did your overall incident response look like in 2019? Was it a smooth and streamlined process or did chaos reign during incident conference calls?

But when burning sage and holding magic crystals don’t refresh your office vibes or your incident response process, PagerDuty University has got you covered.

In case you missed it, we’ve taken our most popular PagerDuty University (PDU) course released at Summit 2019, our annual global conference, and delivering it at each of our regional offices in Toronto, San Francisco, and Atlanta!

Managing Incident Response Teams

A lot goes into supporting a team that’s on-call, especially when major incidents arise. SEV-1s and SEV-2s require coordinating multiple responder teams, updating internal stakeholders, and wordsmithing the news to customers so they aren’t too distressed at the thought of a service disruption. PagerDuty has been perfecting this process for 10+ years now, and we’ve compiled our best practices to share with our customers.

The “Managing Incident Response Teams” PDU session presents an overview of the Incident Commander system, with a focus on managing expectations for executive stakeholders, addressing key operational challenges, and practical skills for managing team health.

We also cover organizational concepts like shifting teams towards a model of full-service ownership, enabling blameless culture, and driving continuous improvement. Last but not least, this course also offers an interactive sandbox environment so you can test out the latest and greatest PagerDuty functionalities without triggering false incidents and giving your colleagues a heart attack in your production account.

This session is perfect for managers, team leads, and any responders or practitioners looking to improve incident response at their organization. By attending this workshop, you’ll be able to:

  • Understand how to align the needs of incident responders with executive stakeholders
  • Implement business incident response plans for communication beyond technical details
  • Structure blameless postmortems and support continuous improvement for your teams
  • Run operational health reviews to proactively monitor team health

This day-long training includes a catered lunch and the opportunity to network with like-minded engineering professionals. Sage and crystals not included.

Register now and reserve your spot at a PagerDuty office near you to refresh your incident response processes for the new year!

January 27: San Francisco, CA
February 19: Atlanta, GA
March (TBD): Toronto, ON