March 2020 Summaries

The COVID-19 pandemic has fundamentally disrupted traditional in-person IT operations, necessitating a shift to remote work and thereby highlighting the need for automating communication and incident response processes. In the past, IT organizations relied on informal communication and physical network operations centers (NOCs) to manage incidents, but the global shift to remote work has rendered these methods inefficient. As a result, standard and predictable workflows must be established to handle urgent operational incidents, particularly in sectors like online education and video collaboration that are heavily impacted by the crisis. Automation of daily IT tasks becomes crucial, especially in environments where remote work is restricted, to reduce errors and enhance knowledge sharing. PagerDuty and Ayehu have collaborated to offer a joint solution that integrates automated IT incident remediation and communication, allowing for seamless troubleshooting and resolution of issues through automated workflows. This partnership offers a way to virtualize NOC operations while maintaining efficient incident management and communication in a remote working environment.

As the COVID-19 pandemic has drastically altered the operational landscape, organizations are adapting to meet urgent demands, whether by enhancing crisis management capabilities or establishing them for the first time. Companies across sectors, from healthcare to retail, are rapidly developing virtual care services, transitioning to remote work models, and managing supply chain disruptions. Businesses such as restaurants and grocery stores are shifting to digital order systems, while healthcare providers are setting up hotlines for patient support. The crisis has highlighted the importance of structured crisis management, effective communication channels, and prioritization of issues, all of which are essential for navigating the challenges posed by the pandemic. Tools like PagerDuty facilitate these efforts by providing solutions for incident management and communication, enabling organizations to respond efficiently to the myriad of issues arising from the pandemic. Additionally, resources such as webinars and video guides are offered by PagerDuty to assist teams in managing crisis responses effectively, emphasizing their role in supporting non-technical teams in this unprecedented situation.

Social distancing measures during the COVID-19 pandemic have significantly increased online activity, leading to an unprecedented demand for digital services that many companies were not initially equipped to handle. As a digital operations company, we have observed a substantial rise in the number of incidents affecting organizations, particularly in highly stressed sectors like online learning, collaboration services, travel, non-essential retail, and entertainment, with some experiencing up to 11 times the usual number of incidents. These incidents often stem from increased web traffic or new code implementations, putting pressure on IT teams to manage the surge and maintain service continuity. All companies on the PagerDuty platform have seen an average doubling of incidents, highlighting widespread digital strain. This surge requires companies to adapt quickly, developing new processes for remote work and infrastructure needs while often establishing crisis response teams. We are committed to providing ongoing insights and resources to help teams manage this increased digital demand effectively.

PagerDuty has responded to the challenges posed by the COVID-19 pandemic by emphasizing empathy, community support, and operational adaptability. The company is offering 20 free licenses for six months to healthcare organizations to assist in their critical responses, demonstrating gratitude towards frontline medical workers. Additionally, PagerDuty is supporting global health initiatives financially through its social impact arm, contributing to various COVID-19 response funds. To aid businesses in transitioning to digital, distributed operations, PagerDuty is providing six free licenses for six months to businesses new to their platform, helping them manage real-time, mission-critical tasks efficiently. The company is committed to the #StopTheSpread initiative, having transitioned smoothly to remote work while prioritizing the health and safety of their employees, and encourages others to support local small businesses and frontline workers as the world navigates the pandemic.

PagerDuty is prioritizing support for customers, employees, families, and the community during the COVID-19 pandemic by offering 20 free Team licenses to healthcare organizations to help them efficiently coordinate and respond using digital solutions. This initiative aims to maintain effective monitoring and centralization of data to support Emergency Operations Centers, ensuring uninterrupted routine care. Additionally, PagerDuty has donated to several organizations, including the Silicon Valley Community Foundation and WHO's COVID-19 Solidarity Response Fund, to aid in global efforts to detect and stop virus transmission while providing care for those affected and at risk. As part of their commitment from the Pledge 1% initiative, PagerDuty is matching employee donations and encouraging virtual volunteering to support nonprofits and communities globally. In collaboration with other tech companies, they aim to provide crucial support to families, nonprofits, and small businesses in the Bay Area and beyond during these challenging times.

PagerDuty, a platform renowned for managing real-time work, is utilized to coordinate responses to emergency situations, such as the COVID-19 outbreak, by leveraging its incident response process originally designed for technical issues. The platform is adapted to address various business-impacting incidents beyond technical challenges, including high-profile customer support and security issues. Key components of PagerDuty's crisis communication plan involve promptly notifying the Crisis Communications team, which includes members from various departments, and keeping employees informed about major incidents. The configuration includes an escalation policy, multiple notification rules for redundancy, a conference bridge for real-time resolution, and Slack integration for stakeholder updates. For global communication, the setup involves multiple regional services with email integration and escalation levels, ensuring effective coordination and communication with leadership and employees. These structured workflows are designed to swiftly mobilize the appropriate teams and maintain communication with all relevant parties.

As COVID-19 cases rise globally, many companies are transitioning to remote work to minimize exposure, facing challenges in adapting operations to a distributed model. Historically, IT and engineering teams have led this transition, moving from on-site servers and physical incident "war rooms" to cloud-based infrastructure, allowing access from anywhere. PagerDuty, a leader in incident response, emphasizes effective communication for remote teams, utilizing tools like Slack and Zoom to manage real-time operations. They replace informal communication with structured channels and ensure information is documented through roles like Scribes during incidents. This approach, combining verbal and written communication, helps organizations quickly adapt to remote work while maintaining operational efficacy. With customers expecting seamless digital experiences, companies must balance communication methods to ensure minimal disruption as they navigate the pandemic's challenges.

PagerDuty is actively responding to the evolving COVID-19 situation by prioritizing the health and safety of its employees, customers, and the wider community, while ensuring business continuity. The company has implemented measures such as transitioning to remote work and replacing travel with virtual meetings, following guidance from medical experts and local authorities. Despite the challenges, PagerDuty remains committed to providing uninterrupted service to its users by leveraging its own platform for agility and collaboration. Additionally, the company is sharing best practices for remote work and incident response to support other teams in adapting to the changing circumstances.

As COVID-19 reshapes workplace norms, companies like PagerDuty are increasingly adopting remote work, with over 20% of its workforce already remote, bolstered by a culture of inclusivity and supportive infrastructure such as virtual meetings and an active remote worker Slack group. Employees share personal strategies for successful remote work, emphasizing the importance of maintaining structure, such as adhering to a routine, creating a dedicated workspace, scheduling regular breaks, and ensuring clear communication with colleagues to enhance productivity and well-being. They highlight the need for ergonomic considerations, staying connected with peers through virtual networking, and the significance of visibility for career advancement. The discussion also stresses the importance of adjusting traditional office practices to suit remote work environments and encourages the use of company resources to support remote employees.

The "State of Unplanned Work Report 2020" reveals that most companies are unprepared for the rising trend of unplanned work, particularly in response to customer-impacting technology issues, which adversely affect productivity, innovation, customer experience, and employee well-being. The survey indicates that over 30% of companies face at least one major technology issue weekly, with many learning of these issues from customers, leading to stress, revenue loss, and reputational damage. A significant portion of IT professionals globally have experienced over 100 hours of unplanned work annually, impacting innovation and business priorities, and prompting many employees, especially in the APJ region, to consider leaving their jobs due to increased stress and reduced work-life balance. The report emphasizes the critical role of automation in mitigating unplanned work, as companies with automated response processes experience less unplanned work and improved employee satisfaction and retention. The findings underscore the urgency for businesses to adopt automation to prevent escalating costs, employee turnover, and loss of customer trust.

PagerDuty's cultural value of "Bring Your Self" emphasizes building diverse teams through intentional investments in diversity programs and employee-driven communities, such as the Black and Latinx Employee Resource Group (ERG), Array. During February, Array organized events to celebrate Black History Month, focusing on themes like "I Am My Ancestors’ Wildest Dreams," which honors past, present, and future influences. Each week featured different focuses, such as "Becoming," exploring personal growth and representation in the tech industry; "Representing Intersectionality," which included a cross-office panel discussing identity and family pride; "Celebrating Diaspora," appreciating progress and supporting community organizations like The Covenant House and Code Tenderloin; and "Thriving," which concluded the month with a joint event with Blend's ERG, highlighting the importance of multifaceted identities and achievements. These initiatives aimed to increase representation, foster understanding, and celebrate the diverse perspectives of Black employees within PagerDuty.