Operations | Monitoring | ITSM | DevOps | Cloud

We are on the ground with AWS and announcing innovations that give customers more powerful AI agents for incident management. These new and improved integrations bring PagerDuty context into the AWS ecosystem for faster resolution and more connected data across the business. And, with our new competency, we take this a step further by codifying these best practices into our joint customers’ day-to-day operations. Announced today, here are some of the highlights.

Even the best site reliability engineers (SREs) spend too much time doing reactive work—triaging incidents, gathering context, escalating to the right teams, and documenting what happened. That work is essential, but it’s not where an SRE’s highest value lies. These engineers are hired to build and maintain resilient systems, not play air-traffic control with every alert that hits their queue.

The energy at Microsoft Ignite this year was electric. AI was everywhere, and the possibilities are limitless. As developers and operations teams explore what AI can do, one thing became clear: the future isn’t about switching between tools. It’s about intelligent agents working together to help humans solve problems faster. At PagerDuty, we’re building on that excitement.

Most operations teams are stuck in a reactive loop: Resolving incidents as they happen, then moving on to fight the next fire. This approach keeps things running in the short term, but prevents responders from documenting their learnings in a way that improves overall system resilience. There are practical reasons for this.

Having just returned from the 2025 EDUCAUSE Annual Conference in Nashville, I want to share some insights on the future of campus IT from the higher education technology leaders in attendance. Every year, this conference provides an opportunity for technology providers and higher ed professionals to connect and explore the latest innovations in higher education technology. Two themes emerged as critical priorities.

Across Europe, the cautious optimism business leaders held towards AI agents has evolved into more widespread enthusiasm. What was once a curiosity is now core to how many European organizations operate, respond, and innovate. According to PagerDuty’s latest agentic AI survey, three-quarters or more of organizations in France, Germany, and the UK are deploying multiple AI agents. This growing confidence reflects a broader trend.