IT Operations in the Age of Coronavirus

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.