The Ops Community ⚙️: PagerDuty Community

Resources for Tackling Alert Fatigue with SLOs, Automation, and Machine Learning

Mandi Walls — Thu, 11 Sep 2025 21:03:45 +0000

These are the resources listed in my talk "Tackling Alert Fatigue with SLOs, Automation, and Machine Learning".

Have any other tips? Let us know in the comments!

Understanding Alert Fatigue and How to Prevent It https://www.pagerduty.com/resources/learn/alert-fatigue/
8 Ways to Reduce Alert Fatigue https://www.pagerduty.com/blog/reduce-alert-fatigue/
What’s the Difference Between SLAs, SLOs, and SLIs? https://www.pagerduty.com/resources/learn/what-is-slo-sla-sli/
What is AIOps? https://www.pagerduty.com/resources/learn/what-is-aiops/
Automated Remediation https://autoremediation.pagerduty.com/
Google SRE Workbook https://sre.google/workbook/implementing-slos/
Nobl9 https://www.nobl9.com/

Resources for Best Practices for On Call Teams

Mandi Walls — Wed, 17 Apr 2024 14:11:32 +0000

Hi! This page is a set of resources and reference for folks who have attended our "Best Practices for On Call Teams" talk, but the list below will be helpful for anyone looking to improve their on call or build a new on call practice for their technical team.

If you haven't seen the talk, there is a version posted here.

PagerDuty Resources

Going On Call Ops Guide
For step-by-step instructions for setting up your team in PagerDuty, see this On-Call Rotations and Schedules resources page
How to Get Notified Before You Go On-Call in PagerDuty
Sign up for our On Call Guide e-book
Keep an eye on our events page https://www.pagerduty.com/events/ for meetups, webinars, PagerDuty Connects, and other opportunities
For in-depth training check out PagerDuty University: https://www.pagerduty.com/university/
Join the PagerDuty Community at https://forums.pagerduty.com and the Rundeck EMEA meetup at https://www.meetup.com/rundeck-europe/

Industry Resources

The informal survey of on call compensation from The Pragmatic Engineer.
Increment, a magazine published by Stripe published an issue about on-call as their very first issue https://increment.com/on-call/
Alice Goldfuss’s open source on-call handbook: https://github.com/alicegoldfuss/oncall-handbook
New Relic shares some of their best practices for on-call, as well as their incident response workflows https://blog.newrelic.com/engineering/on-call-and-incident-response-new-relic-best-practices/
In this classic session from the Velocity conference, Etsy’s team talks about how they worked to quantify their on-call. Mean Time to Sleep https://www.youtube.com/watch?v=FLqucVb_et0&feature=youtu.be&ab_channel=LaurieDenness

Psychological Safety

Fostering Psychological Safety guide by Google
Our podcast episode on psychological safety with Tom Geraghty.

More resources at https://goingoncall.pagerduty.com/resources

Resources for Plan for Unplanned Work: Game Days and Chaos Engineering

Mandi Walls — Wed, 17 Apr 2024 14:10:37 +0000

Helpful resources mentioned in my talk:

Industry Resources

PagerDuty Resources

https://response.pagerduty.com
PagerDuty Live: Failure Fridays with Rich Lafferty and Stevenson Jean-Pierre
On the blog: 10 Years of Failure Fridays at PagerDuty

Resources: Monitoring and Observability Panel Discussion

Mandi Walls — Wed, 17 Apr 2024 14:06:58 +0000

These resources were referenced during our panel discussion held in November, 2023. The recording is available on our YouTube channel.

DORA State of DevOps Report: 2023 State of DevOps Report | Google Cloud. DORA also has some guidance on monitoring and observability in their capabilities.
Google Cloud new product: Personalized Service Health
Peco and Ernest’s LinkedIn Learning course DevOps Foundations: Monitoring and Observability
Monitoring Your AI Stack (Blog): https://dtdg.co/3Qpn76g
Executive Order on Safe, Secure, and Trustworthy AI
New Relic Observability Forecast: https://newrelic.com/observability-forecast/2023/state-of-observability
CatchPoint 2023 SRE Report
We've had the folks from Honeycomb on the podcast a couple of times to talk about Observability: Christine Yen and George, Charity, and Liz
Tools list https://openapm.io/landscape organized by functionality

PagerDuty Community Update, January 26 2024

Kat Gaines — Fri, 26 Jan 2024 18:06:31 +0000

ICYMI!

Our newest release of the PagerDuty application for ServiceNow is live! Check out the details and watch the demo roundup here

Additionally, Intelligent Dashboards are now officially SUNSET. You’ll find your links to the old dashboards redirected to the new Dashboard features (find them under Analytics->Dashboard in your account). This sunset is another big step towards consolidating the Analytics Information Architecture from a UX perspective and the tech stack from an engineering perspective so we’ll be better able to keep delivering great improvements!

✍️ On the Blog and In the News

APAC Retrospective

Our APAC Retrospective series continues with part four, now available on the blog. If you missed the first three installments they are here, here and here .

🎟️ Find us in person!

Are you making your 2024 event plans? We have a few things on the books and more to come!

Kat will be in Boston on February 8th to speak at Hiver’s event “AI vs Human: The Future of Customer Service in 2024.” Register today for this free event and please come say hi if you’re there!
Mandi will be at Tech Show London in March to chat about DevOps and AI
Then she’ll be back in Pasadena for DevOpsDays LA to talk about Chaos Engineering and Failure Fridays.
At the end of May, Kat will head to Elevate CX in London to talk about navigating CX careers and then to Elevate Women in CX in Austin, TX to talk about sustainable career navigation for women in CX. Tickets are on sale for both events now!:
- London
- Austin

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

ICYMI, check out the Demo Roundup that aired on December 8 featuring six of PagerDuty’s product managers showing off new (or coming soon) features like global alert grouping, looping automations, and updates to PagerDuty’s integration into ServiceNow.

🎧 On the Podcast(s)

This week on the podcast, Mandi and Tara kicked off the first installment of our monthly book club series! January’s book was Close to the Machine by Ellen Ullman. Listen to the episode for their thoughts!
If you’re enjoying this book club format, we’re looking for readers for future episodes. If you’re interested, fill out our form!

We’ll still be running our regular episodes featuring interesting folks in tech, so make sure you’re subscribed so you don’t miss anything! If you’re interested in joining us as a future guest for regular episodes, drop us a line: community-team@pagerduty.com

You can now check out the new podcast version of The Unplanned Show on Spotify or Apple Podcasts. This week’s episode featured PagerDuty Product Manager, Nakul Bhagat, talking all things PagerDuty APIs.

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Upcoming episode guests include:
- February 5: Jonathan Rende
- February 26: Bryon Kroger
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.
- Coming up February 9th, we’ll be chatting with community member Ben Hutchison. Ben has built a solution to use PagerDuty to alert him when his laundry is finished, as well as a PagerDuty library for .NET!

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

Would you like to be on our podcast, Twitch live, blog or next community meetup? Login/sign up to PagerDuty Community and submit your work here, or email us at community-team@pagerduty.com. We’d love to hear what you’re doing with PagerDuty!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Mastodon and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

PagerDuty Community Update, January 19 2024

Mandi Walls — Fri, 19 Jan 2024 20:25:18 +0000

It’s update time!

Our newest release of the PagerDuty application for ServiceNow is live! Check out the details and watch the demo roundup here

✍️ On the Blog and In the News

Automating the Enterprise

Jonathan Rende, SVP and GM of Product, published a new piece at Forbes discussing some of the challenges large organizations have when creating and consuming automation effectively.

APAC Retrospective

Part three in our APAC retrospective is now available. If you missed the first two installments they are here and here.

🎟️ Find us in person!

Are you making your 2024 event plans? We have a few things on the books and more to come!

Kat will be in Boston on February 8th to speak at Hiver’s event “AI vs Human: The Future of Customer Service in 2024.” Register today for this free event and please come say hi if you’re there!
Mandi will be at Tech Show London in March to chat about DevOps and AI
Then she’ll be back in Pasadena for DevOpsDays LA to talk about Chaos Engineering and Failure Fridays.

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

Chaos Carnival returns! Mandi will present Plan for Unplanned Work: Game Days and Chaos Engineering on January 24th.
Mandi will be back at Conf42 DevOps on January 25 to present Reduce Toil by Improving Automation as well as a panel on DevOps trends.
Also on the 25th, Mandi will join the folks at Cloudsoft for a panel on Demonstrating the Value of Site Reliability Engineering. Join us!

🎧 On the Podcast(s)

This week on the podcast, we were joined by Heitor Lessa, Chief Architect at AWS, for an insightful conversation. Heitor provided valuable insights on the evolution of Powertools for AWS Lambda and the strategies for fostering and nurturing an open source community. If you're interested in open source and seeking advice on community building, don't miss this episode.

Coming up later this month, we’ll have a new book club episode! These will run once a month and will feature a book that is related to operations, software development, computing, or tech in general. Our first pick is Close to the Machine by Ellen Ullman. We’re looking for readers for future episodes. If you’re interested, fill out our form

We’ll still be running our regular episodes featuring interesting folks in tech, so make sure you’re subscribed so you don’t miss anything!

In other podcast news, Mandi joined env0 Co-founder and CEO Ohad Maislish for an episode of the Infrastructure as Code podcast. Download to your favorite podcast app or check it out online.

You can now check out the new podcast version of The Unplanned Show on Spotify or Apple Podcasts. This week’s episode featured PagerDuty’s Matt Linebarger from the Customer Success Engineering team with 10 things every PagerDuty user should know.

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Upcoming episode guests include:
- January 22: Nora Jones
- February 5: Jonathan Rende
- February 26: Bryon Kroger
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.

ICYMI

On Tuesday, our product folks joined us for a panel discussion around Event-Driven Automation: what it is, what it does, and how it can help you. We’ll have Frank Emery, Sam Ferguson, and Peco Karayanev on the panel. Catch the recording on YouTube.

On Thursday, PagerDuty’s CIO, Eric Johnson, and CISO, Heather Hinton, shared their 2024 predictions. Watch a replay on YouTube.

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Mastodon and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

Retrieving Service Graph Relationships via the PagerDuty REST API

Mandi Walls — Thu, 18 Jan 2024 23:59:01 +0000

We recently had an interesting question on the PagerDuty Community forums regarding how to retrieve the list of services that make up a service graph using the PagerDuty REST API.

Service graphs can be made up of a mix of technical and business services, called dependencies, but the most common starting place for them is with a business service. How you organize your business service is really a matter of what makes sense for your teams.

There is no single endpoint query that will dump an entire service graph supporting a business service, so to get access to the whole graph, you’ll need to walk the graph.

Sample Graph

In my test account I have a set of services that make up my “Fabulous Shop”. Fabulous Shop is my business service. It is supported by another business service, Shipping Service. Fabulous shop has 5 technical dependencies: a frontend, a search backend, a cache, a shopping cart, and a database. The cache and the shopping cart both depend directly on the database. The service graph looks like this:

Retrieving Information from the REST API

I’m going to use a global API key in this example. You can also use Scoped OAuth, just make sure you’re watching which scopes are needed. They’ll be listed in the API docs for each endpoint.

Let’s investigate some of the endpoints before we get into how to tackle the service graph.

Business Services vs Technical Services

Business services are a separate kind of object in the REST API. They don’t contain the same information as technical services, so they don’t have the same object schema. Because of that, they also aren’t available behind the same endpoints. Business services will have their own set of endpoints for retrieving information, and traversing the dependencies in a service graph will require looking at both types of services independently.

This can definitely be confusing! Hopefully the code will help clear things up a bit.

Business Service ID

To get information about a business service, I need to have the object ID of that business service. You can find the ID of the service you want in a couple of ways; the easiest way is to find the service in the web interface and note the object ID in the URL. It will look something like:

https://mysubdomain.pagerduty.com/business-services/PXXXXXX

You can also make a request to the /business_services endpoint and find the service you want in the data that is returned.

First Level Dependencies

To find the first level dependencies of a business service, we’ll use the Service Dependencies endpoints - there are two! One endpoint for the dependencies of business services, and one endpoint for the dependencies of business services. If we send a request to a dependencies endpoint with an ID of the wrong service type, the API will return an error.

To find the dependencies of my business service, I make a request to https://api.pagerduty.com/business_services/PXXXXXX using my business service ID.

The first request to the business service dependencies endpoint returns this json data:

{
  "relationships": [
    {
      "dependent_service": {
        "id": "PFABSHOP",
        "relationships": null,
        "type": "business_service_reference"
      },
      "id": "DPXXXXXXXXXXXXXXXX",
      "supporting_service": {
        "id": "PSHIPSRV",
        "relationships": null,
        "type": "business_service_reference"
      },
      "type": "service_dependency"
    },
    {
      "dependent_service": {
        "id": "PFABSHOP",
        "relationships": null,
        "type": "business_service_reference"
      },
      "id": "DPXXXXXXXXXXXXXXXX",
      "supporting_service": {
        "id": "PFABFE",
        "relationships": null,
        "type": "technical_service_reference"
      },
      "type": "service_dependency"
    }
  ]
}

Let’s break it down:

The top level is an array named relationships
Each relationship in the array has four component objects:
- dependent_service with id, relationships, and type
- id of the relationship itself!
- supporting_service with id, relationships, and type
- The object type, in this case service_dependency

The dependent_service is the service that is relying on the other service, and the supporting_service is the service that is being depended upon. When looking at my service graph, the dependent_services will be above the supporting_services.

If a business service has no dependencies, the data returned will be an empty relationships array, not an error. As long as the ID is correct, you’ll get regular data.

Now we run up against some of the limitations of this endpoint. First, it’s only the direct dependencies of the first service, not an exhaustive list of all dependencies in the graph. Second, it returns only the object IDs for those services. That’s probably not the most helpful information if I want to present this information to humans, but it will be helpful for making more API requests.

Second Level Dependencies

My example business service has two direct dependencies: one is another business service, and the other is a technical service.

To find the dependencies of those services, I’ll need to make requests to two different endpoints.

Another request to /business_services/ID using the ID of the business service in the first array object - PSHIPSRV
A request to /technical_services/ID using the ID of the technical service in the second array object - PFABFE

Fortunately, the data returned from both of these endpoints has the same schema, so accessing the pieces of the objects will be similar. However, when we reach a layer inside the graph, there will be relationships for the requested service in both directions. For example, when I request the service dependencies for Fabulous Shop Frontend, my relationships object will include the relationship back to the Fabulous Shop business service. I already have that information, so as I build my methods to traverse the graph (this is starting to look like it needs recursion!), I want to leave out that relationship - otherwise my code will make the same requests over and over again forever.

That object looks like:

{
  "relationships": [
    {
      "dependent_service": {
        "id": "PFABSHOP",
        "type": "business_service_reference"
      },
      "id": "DPXXXXXXXXXXXXXXXX",
      "supporting_service": {
        "id": "PFABFE",
        "type": "technical_service_reference"
      },
      "type": "service_dependency"
    },

The other relationships for FABFE are

    {
      "dependent_service": {
        "id": "PFABFE",
        "type": "technical_service_reference"
      },
      "id": "DPXXXXXXXXXXXXXXXX",
      "supporting_service": {
        "id": "PFABCART",
        "type": "technical_service_reference"
      },
      "type": "service_dependency"
    },
    {
      "dependent_service": {
        "id": "PFABFE",
        "type": "technical_service_reference"
      },
      "id": "DPXXXXXXXXXXXXXXXX",
      "supporting_service": {
        "id": "PSRCHBE",
        "type": "technical_service_reference"
      },
      "type": "service_dependency"
    }
  ]
}

When I am traversing the relationships for a particular service, I will want to ignore any relationships where the current service is a supporting service - those relationships will document the service’s relationship with other services “above” it in the graph.

Other Helpful Bits

Depending on what you want the output of your requests to be for your users, these requests might be enough to get going. I want output that looks more like this:

Fabulous Shop (Business Service)
  Shipping Service (Business Service)
  Fabulous Shop Frontend (Technical Service)
    Fabulous Shop Shopping Cart Backend (Technical Service)
      Fabulous Shop Database (Technical Service)
    Fabulous Shop Search Service Backend (Technical Service)
      Fabulous Shop Search Caching (Technical Service)
        Fabulous Shop Database (Technical Service)

To get the service names of each service, I’ll have to make more requests, one for each service.

HOWEVER.

Getting information about a service, like the service name, will require a different endpoint for business services and technical services. Unfortunately, these requests won’t return the same object schema.

To find the name of a technical service, use the endpoint /services/ID with the service ID. The service name will be returned in the service.name subkey.

For business services, the endpoint is /business_services/ID using the service ID. The name of the service will be in the business_service.name subkey.

Put It Together

To traverse my graph, I’m going to use what is basically a Depth-First Search, except that I am interested in the arms of the graphs, not necessarily the nodes. I want to know if a node is included more than once - for example, the Fabulous Shop Database is a dependency of both the Shopping Cart and Caching services. So I don’t have to note that I’ve already seen a particular node the way you might in regular DFS.

I need to be able to make four kinds of requests:

Get relationships for a business service
Get relationships for a technical service
Get the service name for a business service
Get the service name for a technical service

I’m going to work in Python, using the requests package to make dealing with the JSON a little more straightforward.

You can find the full source code in my Github at https://github.com/lnxchk/pdgarage-samples/blob/main/python/find_dependent_services.py

Initialization

Set up. I’m importing os to access my API key from the environment, sys to read the business service ID from the command line, and requests to make the API requests.

import os
import sys
import requests

# auth
# find the api tokens in your account /api-keys
# to create a new key, you'll need to be a "manager" or "owner"
api_token = os.environ['PD_API_KEY']

Globals. To print the services out with indentation, track the indent_level. I’m also creating a dictionary to store service names so I won’t have to request a name I’ve already seen.

indent_level = 0
names_dict = {}

def print_indent():
    print("  " * indent_level, end="")

Functions

Set up a function for making requests. See the API documentation for more info on these headers.

def make_req(endpoint):
    url = "https://api.pagerduty.com/{}".format(endpoint)
    headers = {"Accept": "application/vnd.pagerduty+json;version=2",
           "Authorization": "Token token={}".format(api_token),
           "Content-Type": "application/json"}
    return requests.get(url, headers=headers)

This function will make a request to find the dependencies of a business service. It reads the indentation level, then looks for the service name - this is all for output, so can be changed for the output you prefer.

Output the service name and note it is a business service, then get the dependencies of this service.

def get_biz_deps(serv_id):
    global indent_level
    if serv_id in names_dict.keys():
        my_name = names_dict[serv_id]
    else:
        my_name = get_biz_serv_name(serv_id)
    print_indent()
    print("{} (Business Service)".format(my_name))
    indent_level += 1
    endpoint = "service_dependencies/business_services/{}".format(serv_id)
    my_deps = make_req(endpoint)

Read the data from the dependencies request. This will be a relationships array, and we want to know about only the relationships where the current service is a dependent_service. We’ll skip the relationships where the current service is a supporting_service; we’ve already seen those. They’re “above” this service in the graph.

For each dependent service, call the appropriate function to find that service’s dependencies.

    data = my_deps.json()
    for relation in data['relationships']:
        if relation['supporting_service']['id'] == serv_id:
            continue
        if relation['supporting_service']['type'] == "business_service_reference":
            get_biz_deps(relation['supporting_service']['id'])
        elif relation['supporting_service']['type'] == "technical_service_reference":
            get_tech_deps(relation['supporting_service']['id'])
    indent_level -= 1

This function works the same way as get_biz_deps, but it requires different endpoints.

def get_tech_deps(serv_id):
    global indent_level
    if serv_id in names_dict.keys():
        my_name = names_dict[serv_id]
    else:
        my_name = get_tech_serv_name(serv_id)
    print_indent()
    print("{} (Technical Service)".format(my_name))
    indent_level += 1
    endpoint = "service_dependencies/technical_services/{}".format(serv_id)
    my_deps = make_req(endpoint)
    data = my_deps.json()
    for relation in data['relationships']:
        if relation['supporting_service']['id'] == serv_id:
            continue
        if relation['supporting_service']['type'] == "business_service_reference":
            get_biz_deps(relation['supporting_service']['id'])
        elif relation['supporting_service']['type'] == "technical_service_reference":
            get_tech_deps(relation['supporting_service']['id'])
    indent_level -= 1

Functions to retrieve the names of the services. Populate the dictionary.

def get_tech_serv_name(id):
    endpoint = "services/{}".format(id)
    this_service_resp = make_req(endpoint)
    this_service = this_service_resp.json()
    names_dict[id] = this_service['service']['name']
    return(this_service['service']['name'])


def get_biz_serv_name(id):
    endpoint = "business_services/{}".format(id)
    this_service_resp = make_req(endpoint)
    this_service = this_service_resp.json()
    names_dict[id] = this_service['business_service']['name']
    return(this_service['business_service']['name'])

Main loop. Start the process by calling get_biz_deps on the service you want to explore.

if __name__ == '__main__':
    # you can pass the service ID on the command line or 
    # enter it at the prompt
    if len(sys.argv) < 2:
        this_service = input("Which service? ")
    else:
        this_service = str(sys.argv[1])
    get_biz_deps(this_service)

Summary

Thanks to our community member Olivia Mo for this question! If you have questions about PagerDuty or the PagerDuty API, join our community forums and we’ll do our best to help.

PagerDuty Community Update, January 12 2024

Kat Gaines — Fri, 12 Jan 2024 16:36:18 +0000

It’s update time!

Our newest release of the PagerDuty application for ServiceNow is live! Check out the details and watch the demo roundup here.

✍️ On the Blog and In the News

APAC Retrospective

The second post in our APAC retrospective went up on the blog last week. If you missed the first one, you can revisit it here.

Showcasing the value of automation

If you’re wondering how to report on ROI from automation efforts, there’s an example on the blog this week showcasing two popular Pagerduty integrations: Snowflake and Jupyter Notebooks!

It’s award time!

PagerDuty was recognized recently by The Cloud Awards for Best Cloud Automation of the Year, and by BuiltIn as one of 2024’s best places to work!

In TheNewStack

Dormain recently published about Three Use-Cases for Generative AI in ITOps

🎟️ Find us in person!

Are you making your 2024 event plans? We have a few things on the books and more to come!

Kat will be in Boston on February 8th to speak at Hiver’s event “AI vs Human: The Future of Customer Service in 2024.” Register today for this free event and please come say hi if you’re there!
Mandi will be at Tech Show London in March to chat about DevOps and AI
Then she’ll be back in Pasadena for DevOpsDays LA to talk about Chaos Engineering and Failure Fridays.

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

Chaos Carnival returns! Mandi will present Plan for Unplanned Work: Game Days and Chaos Engineering on January 24th.
Mandi will be back at Conf42 DevOps on January 25 to present Reduce Toil by Improving Automation.

🎧 On the Podcast(s)

We’ll still be running our regular episodes featuring interesting folks in tech, so make sure you’re subscribed so you don’t miss anything!

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Upcoming episode guests include:
- January 22: Nora Jones
- February 5: Jonathan Rende
- February 26: Bryon Kroger
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.
January 16, join our product folks for a panel discussion around Event-Driven Automation: what it is, what it does, and how it can help you. We’ll have Frank Emery, Sam Ferguson, and Peco Karayanev on the panel. Sign up on LinkedIn
January 18, join us for a conversation with PagerDuty’s CIO, Eric Johnson, and CISO, Heather Hinton, on their 2024 predictions. Sign up on LinkedIn.

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Mastodon and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

PagerDuty Community Update, January 5 2024

Mandi Walls — Fri, 05 Jan 2024 19:46:36 +0000

How Can We Help?

What would you like to see more of from the PagerDuty Community in 2024? How can we help you be more successful with PagerDuty and all of the components of the Operations Cloud? Take our super short survey and let us know!

✍️ On the Blog

Don’t be afraid of on-call!

Xenda asked some folks in the PagerDuty community how they cope with on-call responsibilities and helping their teams not fear being on-call. If you’re heading into your very first on-call rotation, you are not alone! These folks have been there and have some great tips for you.

Going beyond MTTR

MTTR is a great starting place for teams just starting out on their Incident Response and Incident Management journey. But if your team has been working on IR for a while, you might need a bit more than MTTR can give you. Google and others have written about some of the weaknesses of MTTR, and Mandi took a look at where you can get better insights in your PagerDuty account. Read more in this article.

🎟️ Find us in person!

Are you making your 2024 event plans? We have a few things on the books and more to come!

Mandi will be at Tech Show London in March to chat about DevOps and AI
Then she’ll be back in Pasadena for DevOpsDays LA to talk about Chaos Engineering and Failure Fridays.

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

NEXT WEEK Mark your calendars for the next Terraform Roundtable! January 9 at 11am Pacific / 2pm Eastern / 8pm Central Europe. Join us to chat all things PagerDuty and Terraform!

Chaos Carnival returns! Mandi will present Plan for Unplanned Work: Game Days and Chaos Engineering on January 24th.
Mandi will be back at Conf42 DevOps on January 25 to present Reduce Toil by Improving Automation.

🎧 On the Podcast(s)

We’ve kicked off 2024 in style with an episode featuring Abby Bangser. Abby’s one of the co-chairs of the CNCF’s Platforms Working Group. She joined us to talk about all things platform engineering!

We’ll still be running our regular episodes featuring interesting folks in tech. Make sure you’re subscribed so you don’t miss anything!

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Prefer an audio-only podcast? Check out the new podcast version of The Unplanned Show on Spotify or Apple Podcasts
Upcoming episodes:
- January 8: Manu Gurudatha on “From Slipping to Shipping”
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.
- More from our product team on new Operational Maturity reports will be coming soon! Plus, Frank returns with more tips on using Event Orchestration!
January 16, join our product folks for a panel discussion around Event-Driven Automation: what it is, what it does, and how it can help you. We’ll have Frank Emery, Sam Ferguson, and Peco Karayanev on the panel. Sign up on LinkedIn.

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Mastodon and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

PagerDuty Community Update December 22, 2023

Xenda Amici — Fri, 22 Dec 2023 12:23:50 +0000

2023 Wrapped: Year in Review

What a year for the PagerDuty Developer Relations team! Our avocados helped spread PagerDuty’s presence in the practitioner community across 4 continents: Asia, Europe, North America and Oceania! We asked them to share highlights from 2023 and here are some of their best stories 💚

Xenda Amici, Community Program Manager (Portugal):

In August I had the great pleasure of joining Dormain, Kat, Mandi, Tara and Tiago on the Community & Advocacy team. I manage the Community Forums and I’m happy to see that the efforts of revamping the program have been paying off: more active members, peer to peer support in discussions, lots of knowledge sharing and insightful feedback about the products. I’m really excited about new program features coming in 2024 – stay tuned!

These few months have been a fun and exciting journey, with unique experiences and countless learnings. In September, Kat, Mandi and Tara visited Tiago and me in Lisbon and we were able to get to know each other better and align our team’s values. In October. I had a great time meeting our VP of Platform Advocacy, Dormain, as well as the UK team and some customer champions, during PagerDuty Connect in London, and attended Dormain’s inspiring talk about PagerDuty Operations Cloud.

Mandi Walls, Developer Advocate (USA):

Our events were all over the place this year. Mandi started the year in Sandusky, Ohio, at CodeMash. Other in-person highlights were WTFisSRE and SREday in London and SCaLE in Pasadena, as well as DevOpsDays in Baltimore, NYC, and Atlanta! We’re still doing a nice mix of virtual events, too, so we can still hangout with folks who aren’t traveling yet, including All Day DevOps and DeveloperWeek.

This year, too, Page it to the Limit crossed 100 episodes! Thanks to the other folks at PagerDuty who were so generous with their stories and allowed us to share them with you in our awesome 100th episode! We had a lot of amazing guests this year, including our own CTO Tim Armandpour, Helen Beal, Gene Gotimer, J Paul Reed, and JJ Asghar. Thanks to all of our guests, and if you’re out there and want to be on the show, let us know! I love hearing about what folks are working on and how their work makes tech work better.

We’ve also had some great stuff on the live streams. Our session with Abby Allen and Vivek Raj Saxena on the challenges we have with SMS communications was so deep and nerdy, and answered so many questions folks ask us about why we don’t support various things in notifications.Watch here:

Failure Fridays are a big part of the engineering culture at PagerDuty - we need to know how things break so we can fix them before they do. Rich Lafferty and Stevenson Jean-Pierre hung out with me to talk about Failure Fridays at PagerDuty. If you’ve not run a Failure Friday or Failure Anyday scenario before, check it out:

We hope to bring you more great stuff in 2024, and we hope we’ll get to see some of you at in-person events!

Tara King, Director of Developer Relations (USA):

This year took me around the world – to my first speaking engagement in Mumbai! I covered the high-level principles of incident response, taking me back to my days as a customer of PagerDuty.

Divya Padavarat on LinkedIn: #pagerduty #awssummit #awssummit2023 #devops #digitaloperations…

Picture says a thousand words and that is true for the day we had at AWS Summit Mumbai. The #PagerDuty team had a packed day at Amazon Web Services (AWS)…

linkedin.com

I also debuted a brand new talk at DevRelCon London – a conference I’ve always wanted to speak at, in a city I love – about mental health and burn-out. The conference was a gathering of kind and passionate folks trying to make sense of a tumultuous time, and I’m grateful I got to be there:

Tara King on LinkedIn: Resilience: building a burnout-resistant life in developer relations (Tara…

The recording of my talk at DevRelCon London is live! If you're feeling burned out in #devrel (or at all), it might be useful? https://lnkd.in/dkgYxdvq…

linkedin.com

But my favorite part of the year was welcoming our new teammates, Tiago Barbosa and Xenda Amici. Meeting up in Lisbon was magical, and I’m so excited for what 2024 brings.

Kat Gaines, Developer Advocate (USA):

This year felt like it went by so fast!

Events and IRL connections:

Spring and fall were packed with events. Here are just a few of the memorable ones:

Elevate CX remains an amazing connection vehicle for the customer support and customer-focused communities. I really enjoy a well-organized single-track event; it allows for fewer speakers but creates a stronger sense of connection among attendees and speakers alike. I was only able to make it to the spring event this year and missed out on fall, but really cherished the learnings and community from those two days. Kudos to Sarah Hatter, the mastermind behind it all, for consistently putting on such an intentional and well-organized event.

I also made it to two Support Driven events this year: Leadership Expo in Philly and the fall Expo in Las Vegas. The resilience and dedication to knowledge-sharing in the Support community is so impressive and I’m so grateful to the speakers and connections made there, and another chance to see my online friends in real life!

DevopsDays Taipei, Devops Barcelona, and SREDay were all such welcoming events for a speaker traveling pretty far. Thank you to the organizers for making sure it was extremely worth the time and travel!

At pretty much every event I spoke at or attended this year, there were people who hunted me down in the hallways to discuss their own incident management practices. Speaking is so much fun, but these kinds of conversations are not-so-secretly my “why” for attending events. I really love talking about challenges with folks who are either implementing some incident management practices for the first time or just know that they can do some work to streamline everything and make their teams’ lives easier. Please don’t ever hesitate to say hello if you see me at an event!

Great conversations online

I also had so much fun recording some of our podcast episodes this year. A few of the highly memorable ones for me were the Pagey Nostalgia Hour to celebrate our 100th episode, where we took a trip down memory lane with some of our longest tenured Dutonians. Reminiscing about what things were like years ago was really fun and a cool reminder of how far we’ve come.

Pagey's Nostalgia Hour

For our 100th episode, we reached out to the folks who have been at PagerDuty the longest, and asked them to share some of their stories with us and with you! These folks are from all over PagerDuty and had some amazing one-of-a-kind experiences.

pageittothelimit.com

Also of note: Sustainable On-Call Culture with Paige at Chronosphere, and Bridging the Gap Between Customer Support and Engineering with Rachel at Redmonk. These were both conversations that I had a lot of fun hosting and which had a lot of great takeaways that are worth a listen if you haven’t had the chance!

Team time!

My last highlight is being able to get together with our team in our Lisbon office. We’re scattered throughout the world, and usually only see each other on zooms, or if two of us happen to be speaking at one event, so getting a couple of days to work on planning, get to know each other, and even bake pasteis de nata together was a great treat.”

Tiago Barbosa, Developer Advocate (Portugal):

“Time flies when you're having fun," they say. That's exactly how 2023 was for me!

I joined the amazing DevRel team at PagerDuty about 6 months ago, and I'm really excited to be here. In such a short time, I've met many great individuals at PagerDuty, starting with my own team and others across different parts of the business. The amount of knowledge and passion displayed by everyone at PagerDuty is truly inspiring and motivates me to bring my best every day.
During my time at PagerDuty, I had the opportunity to contribute to various activities such as running our podcast (Page It to The Limit), hosting live streams, publishing the article From Chaos to Actionable Insights with PagerDuty Integrations and Automation, and assisting multiple customers on 1:1 meetings and the Community forum.

While most of these tasks are done from the comfort of my home office, I also love to travel and meet people to learn how we can provide better service to our customers. This year, I had the chance to visit London and Chicago. I hope that in 2024, I get to explore new places and have the opportunity to meet YOU!

However, one of my main achievements this year was becoming a maintainer for the PagerDuty plugin for Backstage. This allows us to collaborate with our developer community through open source and contribute to a project that I'm truly excited about. It also helps improve the user experience for any PagerDuty customer using Backstage. If you haven't checked out our plugin yet, please go here and don't miss out.

I'm really excited for 2024 and eager to showcase what our team has prepared for the community. Just a few more days to go!

The team is growing!

In November, we welcomed Jacopen, our newest team member based in Japan, who also shares his first impressions with us. We’re also excited to have a new Dev Advocate joining the Lisbon team soon!

Be part of the PagerDuty Community

Connect with fellow PagerDuty users and learn tips, tricks & best practices, network, ask your questions, share your thoughts & ideas, showcase your projects, give product feedback & more! Sign up today at community.pagerduty.com and be part of the community.

📺 We’re on Twitch! Don’t miss our streams covering all things PagerDuty. Our regular shows are: The Unplanned Show with Dormain! (Mondays), Terraform Time with José Antonio! (Wednesdays) and HowTo Happy Hour (Fridays), Missed any of our shows? Follow PagerDuty on LinkedIn and/or subscribe to the Youtube channel to watch on-demand.

We wrapped up our 2023 live streams on a #TwitchRecap and you can watch the recording:

🎧 We have a podcast too! Page It to the Limit is a podcast that focuses on what it means to operate software in production. Hosted by the PagerDuty Community Team, we cover the leading practices used in the software industry to improve both system reliability and the lives of the people responsible for supporting it. Follow the show in your favorite audio streaming service to be notified of new episodes!

In the last podcast episode of 2023, Dev Advocates Mandi, Kat and Tiago take a trip down the memory lane and talk about their favorite shows, events and features. Listen now:

2023 Recap

Our team has had a busy year. We've welcomed new members and gotten to chat with lots of great folks all over. This week we chatted about some of the things we enjoyed about 2023 and what we're looking forward to in 2024.

pageittothelimit.com

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Twitter and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

Thanks for following us this year, we will continue to create relevant content for the developer community in the year about to begin. See you in 2024! ✨

PagerDuty Community Update December 15, 2023

Mandi Walls — Fri, 15 Dec 2023 20:07:40 +0000

How Can We Help?

✍️In the News

Congratulations to PagerDuty CEO Jenn Tejada, Chief People Officer Joe Militello, and Senior Director of Data Science Mitra Goswami for being recognized as Inspiring Leaders by Inspiring Workplaces Awards!
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Also, you can vote for PagerDuty Process Automation in the DevOps Dozen Awards! Open until Dec 31!

🎟️ Find us in person!

Are you making your 2024 event plans? We have a few things on the books and more to come!

Mandi will be at Tech Show London in March to chat about DevOps and AI
Then she’ll be back in Pasadena for DevOpsDays LA to talk about Chaos Engineering and Failure Fridays.

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

Mark your calendars for the next Terraform Roundtable! January 9 at 11am Pacific / 2pm Eastern / 8pm Central Europe. Join us to chat all things PagerDuty and Terraform!

Chaos Carnival returns! Mandi will present Plan for Unplanned Work: Game Days and Chaos Engineering on January 24th.

🎧 On the Podcast(s)

Python in Space. Last week, Mandi spoke with Mike Fiedler, a Security and Safety Engineer for PyPI, about various use cases for the Python programming language and the importance of ensuring their security. They also discussed the challenges and benefits of working in the Open Source community and even touched upon the topic of Python being used in space missions.

Next week will be our final episode of 2023, and our year in review!

Plus, we have a new feature coming up in January, so make sure you’re subscribed so you don’t miss it!

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Prefer an audio-only podcast? Check out the new podcast version of The Unplanned Show on Spotify or Apple Podcasts
Upcoming episodes:
- December 18; Todd Whitney on zero maintenance window updates on YouTube or LinkedIn
- January 8: Manu Gurudatha on “From Slipping to Shipping”
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.
- Coming in January: A panel discussion focused on Event-Driven Automation and more from our product team on new Operational Maturity reports! Plus, Frank returns with more tips on using Event Orchestration!

Earlier today we wrapped up our 2023 streams. You can view the recording on YouTube.

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Mastodon and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X

PagerDuty Community Update, December 7 2023

Tiago Barbosa — Thu, 07 Dec 2023 17:19:35 +0000

Hello community! 👋

The holiday season is here, and I can already picture myself sitting by the fireplace, enjoying a cup of hot coffee. However, we are not ready to say goodbye to the year just yet!

The team has been busy making plans for the upcoming year, while also actively participating in events like AWS re:invent. Mandi and Dormain attended the event, and I hope you had the chance to meet them if you were in Las Vegas. If not, there will be other opportunities.

During re:invent we released a video of PagerDuty Copilot, the new GenAI assistant for critical operations work.
Work more efficiently. Protect more revenue. Build greater operational resilience. PagerDuty Copilot is the AI assistant operations teams trust to help them manage business-impacting issues in seconds, not hours. From event to resolution, PagerDuty Copilot’s automations help you resolve issues faster, reduce risk, and control costs. If you didn't get the chance to watch the video do it now!

This week, Dormain and other PagerDuty colleagues have been attending Gartner IT Infrastructure, Operations & Cloud Strategies Conference in Las Vegas and the feedback has been great. Looks like Dormain's session rocked! 🤘

On the open source world, we released new capabilities for the PagerDuty plugin for Backstage. With this new release you can create services in PagerDuty directly from a Backstage Software Template. Imagine creating a new service based on a template provided to you and automatically onboard that same service into PagerDuty and configure the PagerDuty Card in Backstage...in one step! 🤯

If you haven't looked into it and you're using Backstage, visit our new documentation page.

✍️On the Blog

Jeli is now part of PagerDuty! This deal represents a strategic alignment of visions, technologies and goals that will have a lasting impact on the industry and our customers. In particular, adding Jeli to the PagerDuty Operations Cloud will help improve enterprise resilience, reduce the impact and risk of operational failure, and lessen the need for costly point solutions.

To know in detail what this acquisition means for you, our valued customers, as well as what it means for the future of incident management read Dan McCall's blog post.

If you are into Generative AI and want to see how PagerDuty is approaching it in PagerDuty Operations Cloud read the blog post on building operational resilience with Generative AI and automation, by Ariel Russo.

🎟️ Find us in person!

Looks like the event season is over this year and we will be focusing on 2024 events in the next few weeks. We have a lot prepared for you!

Find more Dutonians at our global events. 👋 Say hi if you’re there and share your experience with us - we’re happy to connect and spread the Pagey love!

🎙️ We’re Virtual

Mark your calendars for the next Terraform Roundtable! January 9 at 11am Pacific / 2pm Eastern / 8pm Central Europe. Join us to chat all things PagerDuty and Terraform!

🎧 On the Podcast(s)

Python in Space. This week, Mandi spoke with Mike Fiedler, a Security and Safety Engineer for PyPI, about various use cases for the Python programming language and the importance of ensuring their security. They also discussed the challenges and benefits of working in the Open Source community and even touched upon the topic of Python being used in space missions.

Subscribe to Page to the Limit so you never miss an episode!

📺 On Our Live Streams

We’re on Twitch, covering all things PagerDuty, with some of our streams also broadcasting on LinkedIn!

Our regular shows are:

The Unplanned Show with Dormain! Mondays at 4pm Eastern / 1pm Pacific (check other timezones here). Catch up on past episodes in this YouTube playlist. Prefer an audio-only podcast? Check out the new podcast version of The Unplanned Show on Spotify
Upcoming episodes:
Dec 11: Jeff Sussna on Platform Engineering on Twitch, LinkedIn, or YouTube.
Terraform Time! Wednesdays at 4pm Eastern / 1pm Pacific with José Antonio! (check other timezones here).
HowTo Happy Hour: Fridays at 4pm Eastern / 1pm Pacific (check other timezones here) and now also on YouTube.

Make sure you’re following us so you can be there live! You can view our most recent episodes on Twitch and LinkedIn. See some of our earlier streams on the YouTube playlist.

🤝 Get in Touch

Join the PagerDuty Community and connect with super users to learn best practices, network, ask questions, share your thoughts, showcase your projects, give product feedback and more!

💚 Follow us

Dormain: Twitter and LinkedIn
Kat: Twitter and LinkedIn
Mandi: Twitter and Bluesky
Tara: Twitter and Mastodon
Tiago: Twitter and LinkedIn
Xenda: LinkedIn
PagerDuty on X