July 2026 Summaries

PagerDuty recently celebrated a significant milestone with CEO John DiLullo and Executive Chair Jennifer Tejada ringing the closing bell at the New York Stock Exchange, marking a new chapter in the company's journey. With a history of supporting two-thirds of the Fortune 100, PagerDuty is committed to enhancing its incident management platform with AI-powered Site Reliability Engineering (SRE) agents that not only diagnose and resolve issues but also prevent future failures. This evolution aims to provide a resilient infrastructure for its clients amid a rapidly expanding software landscape. Tejada, reflecting on her tenure, highlighted the company's growth and customer-centric values, emphasizing trust and reliability as core principles. The announcement of a $100 million share buyback underscores the company's confidence in its financial health and strategic direction, focusing on helping customers leverage digitization and AI for business growth. As DiLullo takes the helm, PagerDuty is poised to deepen its impact in the AI-driven economy, continuing to ensure seamless operations for its clients.

In December 2025, a disruptive incident involving an AI coding agent at AWS highlighted the growing importance of resilience as a board-level financial risk, emphasizing the need for organizations to adapt in the emerging agentic era. At the PagerDuty On Tour 2026 event, industry leaders discussed how the rapid adoption of AI in coding and system management requires a balance between efficiency and safety, urging a shift towards systems that integrate human knowledge to enhance AI-driven processes. The event showcased strategies like "shifting left" to flag operational risks early and developing self-improving systems that learn from human input and past incidents, ultimately moving towards autonomous IT operations that can handle incidents independently. By codifying operational knowledge and creating feedback loops, organizations aim to build trust in AI agents and improve system resilience, ensuring that each incident becomes a learning opportunity that enhances both human and AI capabilities.

In the face of operational disruptions, IT leaders have the opportunity to transform challenges into revenue-generating opportunities by being well-prepared with data-driven responses. The PagerDuty 2026 State of AI-First Operations Report highlights that 82% of revenue-growing organizations, termed Revenue Risers, are investing in operational resilience to gain a competitive edge. These organizations focus on building robust systems that translate incidents into strategic advantages rather than just reacting quickly. During incidents, executives demand clear, data-backed updates on the situation, impact, and resolution efforts. Prepared teams utilize modern incident management tools to provide coherent reports, track business impacts in real-time, and ensure clear service ownership. Post-incident, the focus shifts to root cause analysis and prevention strategies, with AI tools aiding in diagnostics and automation of routine tasks. Ultimately, IT leaders who proactively prepare for incidents and leverage AI to enhance operational resilience can foster executive trust and secure greater budget authority, turning resilience into a strategic asset.

PagerDuty's introduction of Custom Shifts within the Shift-Based Schedules feature provides teams with enhanced flexibility to accommodate varied on-call needs, such as special events, major deployments, and other ad hoc requirements. These Custom Shifts can be integrated into existing schedules or used to create new ones, allowing for more complex and personalized scheduling solutions. Users can add shifts manually through the platform or programmatically using the PagerDuty API, which involves crafting JSON requests that specify shift details such as start and end times, as well as assigned users. The API supports the creation of intricate schedules like the 28-day DuPont schedule, which involves rotating shifts among teams, demonstrating the potential for managing even the most complex scheduling scenarios. This functionality enables organizations to tailor their on-call strategies beyond standard weekly rotations, ensuring that coverage is aligned with specific operational needs.

PagerDuty's Operations Cloud is revolutionizing incident management by integrating AI Ops to enhance the efficiency of alert triage, automate routine issue resolutions, and ensure incidents are addressed before impacting end users. By leveraging intelligent triage, automated runbooks, and the PagerDuty SRE Agent, organizations like the Golden State Warriors, United Wholesale Mortgage (UWM), and Arize are transforming their operational workflows. The Warriors have significantly improved their digital platform monitoring, ensuring seamless fan experiences by detecting issues before they escalate. UWM has streamlined its communication processes, reducing loan closing times by integrating PagerDuty with ServiceNow and Microsoft Teams, which has revolutionized their incident response. Arize, focusing on AI agent quality, uses PagerDuty to convert quality alerts into actionable steps, allowing for continuous agent improvement. Overall, PagerDuty aids enterprises in turning vast amounts of raw signals into prioritized, actionable incidents, enhancing operational resilience and enabling proactive incident management.

Watch Duty, established in 2021, provides real-time, actionable intelligence on wildfires and floods by integrating data from various sources to deliver life-saving alerts directly to communities. As climate-driven disasters intensify, the platform has become a trusted source for over 16 million users annually. Initially a volunteer-led initiative, Watch Duty faced challenges in scaling operations to meet nationwide demand, requiring new staffing models and robust infrastructure to handle emergencies across multiple states. To address these needs, Watch Duty adopted PagerDuty's Operations Cloud in May 2023, enhancing both digital infrastructure and human network coordination to ensure 24/7 operational readiness. PagerDuty's platform supports the rapid mobilization of Watch Duty's team of volunteers and staff, enabling efficient incident management and real-time user alerts during peak demand periods, such as the historic 2025 Los Angeles fires. By integrating PagerDuty, Watch Duty has improved its ability to provide reliable, scalable emergency response systems, ensuring operational resilience and maintaining public trust. Looking forward, Watch Duty plans to expand its operations to cover broader natural disaster intelligence while maintaining its commitment to accuracy and community trust.

ServiceNow serves as the backbone for IT operations in many enterprises, managing workflows, compliance, and incident tracking, while PagerDuty enhances this setup by optimizing incident response and resolution. Together, they provide an end-to-end operational resilience solution, with ServiceNow handling governance and PagerDuty focusing on real-time crisis management. The integration of these two platforms leads to faster incident resolution, reduced noise, fewer incidents, and increased automation, enhancing the overall value of an organization's ServiceNow investment. Organizations often have both platforms but may not fully utilize their potential when they are not integrated. PagerDuty's integration with ServiceNow is designed to be seamless, offering two-way synchronization that keeps both systems updated in real time. This synergy allows for AI-led, automated incident resolution, reducing the need for human intervention in routine issues and enabling teams to focus on more critical problems. By leveraging this integration, organizations can achieve significant improvements in operational efficiency and return on investment.

PagerDuty has introduced an updated Shift-Based Scheduling tool to accommodate diverse on-call responsibilities more effectively, reflecting the varied ways teams manage their schedules. This tool provides solutions for custom on-call schedules, such as ignoring weekends, implementing week-on-week-off rotations using an "Unassigned" user, and managing multiple team members with different schedules. The Shift-Based Scheduling feature allows for the creation of custom schedules and rotations, facilitating flexibility without complexity, and offers options like creating overrides for when the entire team is unavailable. Users are encouraged to explore these new capabilities and contribute their scheduling challenges for further assistance on the PagerDuty Commons platform.

AI coding tools have evolved from assisting developers with suggestions to independently writing entire modules and services, leading to increased complexity in software operations. The 2026 State of AI-First Operations report highlights that 84% of organizations are using AI for coding, but this rapid adoption also raises the potential for failure, with 68% of organizations experiencing significant financial losses during major incidents. As AI-driven development introduces new challenges, such as undetectable errors like "hallucinations" in code, the need for improved incident response and operational resilience becomes crucial. Organizations that invest in faster recovery processes are gaining a competitive edge, with 95% acknowledging the strategic importance of swift recovery. Despite the potential for AI to free up time for innovation, the majority of developers still spend significant time on incident response. Companies that systematically turn incidents into learning opportunities see improved resilience, but only 48% currently do so, highlighting a growing gap as AI complexity increases. Solutions like PagerDuty aim to manage this complexity by integrating AI throughout the incident lifecycle, transforming incidents into intelligence to enhance system resilience.

PagerDuty's AI Orchestrations is designed to transform operations from reactive to proactive by automating event orchestration without requiring deep platform expertise. This capability analyzes historical event and incident data to provide recommendations for event orchestration rules in plain language, offering a global recommendations view ranked and filterable by team. The system suggests rules for alert suppression, severity setting, and incident prioritization, with each recommendation including impact metrics and a precision score for validation. AI Orchestrations operates after existing manual rules, allowing teams to apply or dismiss suggestions to refine future recommendations and facilitate automation adoption. This approach aims to reduce incidents, noise, and operational costs, contributing to PagerDuty's vision of Autonomous Operations by enhancing human judgment at scale. The feature is currently available for PagerDuty AIOps customers, particularly benefiting teams overwhelmed by manual alert triaging and low event orchestration adoption.

PagerDuty has introduced an agent app available in GitHub, aiming to streamline incident response and build toward autonomous operations by reducing context switching for developers. This integration allows live incident data, change correlations, and operational context to be directly accessed within pull requests, enabling developers to make informed decisions without leaving GitHub. The app provides features like surfacing active incidents and service health, querying past critical incidents, and running pre-commit risk assessments by utilizing PagerDuty's extensive data. It empowers developers to prevent incidents by evaluating risks before deploying code, thus enhancing operational efficiency. The initiative is part of PagerDuty's broader vision to provide critical operational insights directly within the tools developers use, and it is currently available for PagerDuty Advance customers through Early Access.

PagerDuty's launch of Rundeck/Runbook Automation 6.0 represents a significant advancement toward achieving autonomous operations by modernizing the foundational infrastructure that supports automation in production environments. This platform update, built on Grails 7, Spring Boot 3, and Java 17, addresses the challenges of outdated technology by enhancing compatibility, security, and observability, while also resolving over 20 CVEs. By incorporating Java 17 and 25 support, native Prometheus metrics, and MySQL 8.4 compatibility, Rundeck 6.0 ensures that automation workflows remain efficient and aligned with the latest infrastructure standards. The updates enable streamlined incident response and execution across diverse environments through a distributed Runner architecture, which provides secure automation without requiring direct network access to sensitive infrastructure. By addressing specific gaps and removing technical debt, Rundeck/Runbook Automation 6.0 empowers teams to focus on innovative development while maintaining robust and reliable automated operations that integrate seamlessly with modern observability stacks and security protocols.