PagerDuty. The company specialises in digital operations management, and its customers use PagerDuty to not only identify issues and opportunities in real time, but to bring together the right people to fix problems faster and prevent them in the future.

Notable Australian customers include REA Group, Nine, Xero, Telstra and globally, Cisco, DocuSign, Doordash, Electronic Arts, Genentech, Shopify and Zoom.

PagerDuty's Summit 2022 has already been held in San Francisco on June 7, which you can freely register for to watch here, and the same web address lets you freely register to watch the Sydney version when it goes online, and to attend or watch the PagerDuty Summit in London on June 21, 2022.

You can also watch the first 55 minutes of the Sydney Summit, embedded below, with PagerDuty CEO Jennifer Tejada's excellent opening keynote, followed by a great fireside-style chat with Chris Venter, CTO REA Group, along with info about the excellent PagerDuty LifeHacks Challenge - please watch!

Below, you'll find PagerDuty customer interviews with Nine's Technology Director, Andre Lackmann, and Xero's GM of Site Reliability Engineering, Iain Phillips, as well as a video interview with PagerDuty's Regional Vice President, Natalie Fair, but first, what were the headline announcements?

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.

Here's my video interview with Andre Lackmann, Nine's Technology Director:

Here's my video interview with Iain Phillips, Xero's GM of Site Reliability Engineering:

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.”

Here's my chat with Natalie Fair, PagerDuty's Regional Vice President as well:

More about PagerDuty’s most recent platform innovation, integrations, customer use cases, partnerships and thought leadership is at the PagerDuty Summit 22 pages here.