The Community and Advocacy Team here at PagerDuty recently spruced up our library of ops guides, and we’re excited to share them with you. If you’re not familiar with the ops guides, they are an open-sourced collection of long-form documents that cover a variety of topics related to real-time operations and incident management. We’ve given them some spiffy new headers, cleaned up some sneaky errors, and added a new section titled “Next Steps.”

Digital initiatives are on the rise, with spending on the public cloud expected to increase by 18% in 2021. These initiatives are also driving customer service teams towards operational excellence with a focus on customer advocacy and engagement. As more companies embrace the cloud and digital-first operating models, customer service organizations are finding they need to be more proactive in order to create great customer experiences.

At PagerDuty, our 13,500+ customers are the reason we come to work every day.

2020 has been a year like no other. Our dependency on digital services has reached new heights, leaving many companies trying to accelerate transformation initiatives while simultaneously keeping said digital services running perfectly. The ITOps and DevOps teams on the front line of this struggle are facing more pressure than ever. With the holiday season now in full swing, that strain will only grow as virtual festivities and online shopping pick up the pace.