October is the month of spooky scares, so it makes sense that National Cybersecurity Awareness Month is also recognized at this time—after all, what’s more scary than, for example, having someone phish for your personal information and using said info to ruin your credit or losing your password to hackers so they have access to your bank account?
As digital transformation continues to be central to an organization’s growth mandate, it’s critical to ensure that customer-facing, revenue-generating, mission-critical applications are operationally reliable and secure. That’s where Sumo Logic comes in—for almost 10 years, we have been providing a Continuous Intelligence platform for DevSecOps that’s utilized by over 2000+ customers in almost every vertical.
For your team to effectively respond to incidents, you need a shared, unambiguous incident definition so you can recognize when an incident has occurred and assign the appropriate severity. Definitions of an incident differ across teams, but whatever definition you use, identifying and monitoring key service level indicators (SLIs) can help you understand when your service is operating normally—and when its performance has degraded to the point where you need to trigger an incident.
Yesterday, we kicked off PagerDuty Summit by launching new features that support the themes of Visibility and Intelligence. If you missed the keynotes or want to know more, check out this blog post. Today, we are making several announcements around two other themes that our CEO Jennifer Tejada touched on during her keynote yesterday: Platform and People. In fact, these themes are so closely related that we refer to them as one—that PagerDuty is a platform for people to do real-time work.
At PagerDuty, we continually innovate every month (check out our What’s New page for the latest updates). But while we ship product continuously, we also save a plethora of new and improved capabilities to share with our customers at PagerDuty Summit, our annual customer event.
Today at PagerDuty Summit 2019, we announced PagerDuty for Customer Service—a powerful new way to connect Customer Service teams to engineering and IT teams. We were also excited to debut two new partner integrations with Zendesk and Salesforce Service Cloud, and we can’t wait to show users how PagerDuty and our customer service ecosystem partners help connect the right teams so they can work together and resolve issues quickly to reduce customer impact.
When PagerDuty’s VP of Product Management Rachel Obstler announced the beta version of our new Slack integration in April in her “Anticipating, Monitoring, and Managing Incidents via Slack” panel at Slack Frontiers, we expected significant interest in the integration among our customers.
How is the incident response process set up at your organization? At PagerDuty, our approach is to holistically look at your infrastructure, your customer-facing applications, and your products. We distinguish these by describing these items as “services” that roll up to and make up a “business service.” This setup allows teams to better manage these services so that when incidents do happen, responders can gain context much faster. But how?
Today, technology problems can alter the trajectory of a business. Minutes of downtime or latency (slow is the new down) cost organizations dearly in lost revenue and can jeopardize customer relationships. However, there’s an even more important consequence of technology problems than top-line risk: reduced innovation as teams are forced into reactive fire drills that take time away from product development.
Going on call and being awakened at a moment’s notice to put out fires when reputation and revenue are on the line is incredibly stressful. And with DevOps teams under increasing pressure to simultaneously release new products faster while ensuring reliability and quality, burnout is a rapidly growing problem. It’s why #HugOps and empathy are becoming so central to the culture of DevOps.
