PagerDuty focuses on DigitalOps to meet Customer’s Demand


The idea of digital operations, or DigitalOps, is very much on the minds of information technology companies today. The global pandemic has put more stress on IT not only to turn whole businesses into a major digital network but also to make them operationally effective.

Research by McKinsey & Company has found that digital transformation companies are often more likely to integrate digital innovations into their activities. This framework has allowed companies such as PagerDuty Inc. to play a pivotal role in the DigitalOps revolution.

PagerDuty often promotes a systemic change by exploiting the culture and methodology that encourages businesses to inspire individuals nearest to taking action to make smarter choices, said Jennifer Tejada, Chief Executive Officer of PagerDuty. Conventional approaches to address technology challenges are by ticketing mechanisms and command and control environments that can take hours or days to fix issues but the company does not have ample time to spend for resolving an issue, and DigitalOps is all about immediately detecting a problem.

Over the past few months, DigitalOps has gained unique importance when famous brands, who are also PagerDuty’s clients, such as Zoom Video Communications Inc., Netflix Inc., and Peloton Inc., have reported significant rises in service use. It has allowed its operations departments to deliver promising capabilities to ensure that these networks remain efficient and functional in the face of increasing demand.

The thing about the digital frontline is that they can be unnoticeable and everyone does not see them because they are behind the scenes struggling to handle all the complicated technologies that make Peloton’s on-demand class effective and awesome for the users. “Whatever we can do as a forum to automate more of this digital frontline job is always our priority”, Tejada said.

Earlier this month, PagerDuty published a global survey that showed that more than half of the respondents reported that the demand to keep digital networks going had hit alarming heights over the past three to six months. Part of this was due to rising demand and technical uncertainty, but the financial stakes have also risen.

In addition to the financial impact, there is also a human factor to take into consideration. Increased strain on IT implies more burden on the employees responsible for running projects, and PagerDuty plays a supporting role in trying to reduce the burn-out of workers.


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