How PagerDuty Transformed Itself to be More Agile and Lean

PagerDuty, renowned for its continuous availability and award-winning customer service, has undergone a significant transformation to enhance its product development and maintain its industry-leading reliability while innovating to meet evolving customer needs. Recognizing the rapid pace of global business change, PagerDuty embraced agile methodologies about a year ago, focusing on deep customer understanding and nimble product development without compromising the reliability of their services. Inspired by organizational models like Spotify's, they introduced a "You Build It, You Own It" approach, distributing software and operational ownership within teams to foster empathy, trust, and effective problem-solving. This transformation, likened to replacing engines on a Boeing 747 mid-flight, has led to improved product capabilities and service reliability. As PagerDuty prepares for its first summit to discuss digital transformation, it invites organizations to reflect on their practices and consider attending the conference to gain insights and support for their own transformation journeys.