In 2022, continuous improvement is the mantra of every tech company, but PagerDuty is clearly delivering, with its newest updates improving quality, speed and customer outcomes when responding to issues across digital services.

PagerDuty is one of the world's top digital operations management companies, and as this is being typed, PagerDuty's Summit 2022 in Sydney is in full swing.

The Summit is announcing new PagerDuty Operations Cloud capabilities to rapidly identify time-sensitive opportunities and incidents while freeing up team capacity and improving efficiency.

Given companies continue embarking upon multi-year digital transformation and cloud adoption initiatives, PagerDuty notes it has become "essential infrastructure," enabling enterprises to further accelerate their digital operations from manual and reactive towards proactive and preventive, and empowering teams to spend less time on escalated break-fix work and more time innovating.

As you'd expect, the new features and capabilities deliver real benefits, with the new updates expanding PagerDuty’s automation capabilities across its entire product portfolio, enabling customisable responses when incidents occur in real time, by responders, or even customer service and business teams.

The company explains its new Incident Workflows capabilities "streamline complex orchestration of processes during an incident and make the response process more rapid, automated and consistent," while the new integrated Automation Actions across the Operations Cloud experience now orchestrates automated diagnostics and remediation steps.

Sean Scott, chief product officer at PagerDuty said: "Modern work realities and the systems teams use aren’t aligned, and knowledge workers are facing increased operational complexity as a result of continued digitisation and a massive influx of data.

"Today’s businesses must have operations that transform from manual, reactive, ticket queue-based systems to those that are heavily automated and empower proactivity across the entire organisation.”

Before we look at a little more detail on the new announcements, we also had the chance to talk with Natalie Fair, PagerDuty's Regional Vice President to learn more about PagerDuty in 2022 and what to expect from the conference and Natalie's session, so please watch and read on thereafter!

So, what's more information on PagerDuty's announcements at Summit 2022?

Incident Workflows: Automate major incident response steps to save time

A brand-new capability, Incident Workflows are quick to design and activate, with no-code, if-this-then-that logic that simplifies setup and accelerates time to value. With the automation Incident Workflows deliver, businesses can trigger sequences to common incident actions, such as sending automated status updates to key stakeholders, creating per-incident communications channels that immediately add relevant responders, and more. These customisable workflows enable consistent, predictable responses across the organisation. PagerDuty Incident Workflows will be in early availability later this year.

Automation Actions with Event Intelligence, Customer Service Operations, and in Slack and Mobile: Activate automated diagnostics and remediation to speed incident resolution from across the PagerDuty Operations Cloud.

Now integrated across the entire PagerDuty platform, Automation Actions enables easy automated diagnostics and remediation. Automation capabilities can now be immediately triggered by events via PagerDuty’s Event Intelligence or manually during incidents by responders to diagnose and remediate issues and improve customer experience and support. With Automation Actions, responders are able to run automated diagnostics to investigate status, gain context or directly initiate runbook automation to remediate an incident as it occurs and prevent paging a subject matter expert.

With Automation Actions for Customer Service Operations, agents are now empowered to validate customer impacting issues by running automated actions directly from the PagerDuty application in the Salesforce Service Cloud. This can reduce resolution time, as well as the number of incidents escalated to back-end teams.

More than 22 new features and other product enhancements were introduced to customers along with Incident Workflows and Automation Actions, including: Terraform support for Event Orchestration, Status Update Notification templates, Service Standards, Service Performance report, and an integration with Salesforce Service Cloud Incident Object.

More about PagerDuty’s most recent platform innovation, integrations, customer use cases, partnerships and thought leadership is at the PagerDuty Summit 22 pages here, and the story of how PagerDuty's name came to be is here. 

PagerDuty also recently announced the expansion of its Japanese operations through a strategic partnership with Japan Cloud. The new joint venture, PagerDuty Japan, will report into Natalie Fair, Regional Vice President of APJ, who has two decades of technology experience.

PagerDuty already counts notable Japanese companies such as Yahoo! Japan, NTT DoCoMo and iret as customers. PagerDuty Japan is actively hiring for in-country sales, support, service, marketing and operations personnel.

Here is the first hour of today's PagerDuty Summit 2022 in Sydney with PagerDuty CEO Jennifer Tejada's opening keynote, a fireside chat with Chris Venter, CTO REA Group, and the excellent PagerDuty LifeHacks Challenge - please watch!