The PagerDuty Vision for AI-First Operations

As organizations increasingly integrate AI into their operations to optimize processes from coding to incident management, they face new challenges that necessitate a shift in operational mindset. AI models can degrade silently and develop biases, requiring a focus on model accuracy, data freshness, and algorithmic integrity beyond traditional uptime metrics. PagerDuty advocates for an AI-first operations framework that emphasizes using AI to minimize manual tasks, allowing personnel to tackle more complex issues while ensuring AI is applied where it is most effective. This approach involves understanding AI's suitability for specific challenges, structuring human involvement according to the complexity of issues, and embedding AI governance into workflows. Successful AI-first operations measure business outcomes, prioritize rapid experimentation, and involve three main AI types—Embedded, Generative, and Agentic—to tackle workflow friction, knowledge silos, and reactive firefighting. PagerDuty supports organizations through this transformation by providing resources and frameworks to blend human expertise with AI capabilities for robust and high-performing operations.