December 2019 Summaries

"Page It To The Limit" is a new podcast by the PagerDuty Community team focusing on the intricacies of operating software in production and enhancing system reliability. The podcast features interviews and discussions with industry experts, including notable figures like Honeycomb CEO Christine Yen and Google’s Yuri Grinshteyn, covering a wide range of topics such as observability, intentional failure introduction, and smart alert creation. Each 30-minute episode aims to deliver actionable insights in an easily consumable format, encouraging listener feedback and interaction through show notes and dedicated threads on the PagerDuty Community forum.

Customer Success Managers (CSMs) at PagerDuty play a crucial role in helping customers maximize the benefits of their PagerDuty instance, with a focus on continuous engagement and support. They conduct weekly peer mentorship programs to ensure CSMs are well-versed in product offerings and customer needs, which aids in tailoring onboarding and training sessions to individual preferences. Regular account reviews are conducted to assess operational maturity and set future goals, providing actionable insights based on past performance. Internal training sessions keep the team updated on product integrations and best practices, enhancing customer value. Customers are encouraged to engage with their CSMs for guidance on incident response and digital operations management, and can also participate in training opportunities through PagerDuty University or public sessions, fostering a community of shared learning and best practices.

PagerDuty is dedicated to empowering action and has expanded its mission to include philanthropic efforts through PagerDuty.org, which supports nonprofit partners and mission-driven customers. By taking the Pledge 1% in 2017, the company committed resources such as product, employee time, and equity to enhance the work of nonprofits, leading to the creation of the PagerDuty.org Fund focused on Time-Sensitive Global Health. This initiative has supported organizations like Medic Mobile and VillageReach, which aim to improve healthcare delivery in underserved areas. On #GivingTuesday, PagerDuty donated $25,000 to support community health workers and vaccine distribution, and launched an internal giving campaign allowing employees to contribute to these or other causes. Both Medic Mobile and VillageReach focus on utilizing technology and innovative approaches to improve health systems and ensure equitable care, with tangible impacts such as training health workers and providing essential medical resources.

PagerDuty commissioned an IDC business value study that found enterprise customers experienced an average three-year return-on-investment (ROI) of 731% and a payback period of just 4.3 months after implementing PagerDuty solutions. By utilizing machine learning and AI, PagerDuty helps organizations reduce alert noise, automate incident routing, and provide real-time incident awareness, facilitating efficient responses by technical and business stakeholders. The platform offers a wide range of partner integrations with monitoring, customer support, security, and service management tools. Additionally, PagerDuty supports continuous improvement through intelligent after-action assessments. IDC has also released a white paper with detailed study results and developed an ROI tool that allows organizations to calculate their potential ROI by inputting specific operational details. This tool helps enhance the accuracy of the ROI assessment, providing a personalized Business Value Snapshot for digital operations management.