Agenda 2020. Live and on-demand.

All times are Pacific. Please note that the full Summit agenda is within standard North America work hours, for ease of access and scheduling for attendees from coast-to-coast. Scroll down for Agenda-at-a-glance and track details.

Agenda-at-a-glance

Tracks

Click each track for session details.

Hear from our leaders and other inspiring people on our future as a digital first world.

 

September 21
8:45AM
CEO Keynote - Jennifer Tejada: It’s Time for Digital Ops
Jennifer Tejada CEO, PagerDuty
Paul Cheesbrough Chief Technology Officer & President of Digital, Fox Corporation
Diya Jolly Chief Product Officer, Okta
Ebony Beckwith EVP and Chief Philanthropy Officer, Salesforce

The essential role of Digital Ops in today’s world, as companies shift their business to digital default. PagerDuty is your partner in innovation and change for the new world
With appearances from:

  • Paul Cheesbrough, Fox Corporation, on accelerating digital transformation
  • Diya Jolly, Okta, on the importance of digital ops for scaling 
  • Ebony Beckwith, Salesforce, on announcing the PD.org advisory board
9:10AM
Strengthening Innovation, Impact and Trust: a Fireside Chat with Bret Taylor COO Salesforce & Jennifer Tejada CEO PagerDuty
Bret Taylor President & COO, Salesforce
Jennifer Tejada CEO, PagerDuty

In today’s world, we are leveraging digital and online channels like never before, permanently changing how we interact with one another. Join Jennifer Tejada & Bret Taylor for a discussion about the current environment and the opportunity to radically rethink the role of technology in shaping how we work, being more inclusive, and fostering trust among customers, employees, and partners.

 

 

9:30AM
Leadership in the Digital Default World: a Fireside Chat with Andy Jassy, CEO Amazon Web Services and Jennifer Tejada, CEO PagerDuty
Jennifer Tejada CEO, PagerDuty
Andy Jassy CEO, Amazon Web Services

All companies are rethinking their business models in our now digital default world, facing the competing imperatives of accelerating digital transformation and reducing costs. Join Andy Jassy and Jennifer Tejada for a discussion on why it's time to accelerate cloud adoption as part of a successful digital transformation strategy and how PagerDuty and AWS can help you.

 

 

10:00AM
Product Keynote: It's Time: For What’s New in PagerDuty’s Platform
Jonathan Rende SVP Product, PagerDuty
David Williams SVP & GM, Enterprise Product Strategy, Zendesk

Learn about the latest innovations in the PagerDuty Platform, designed to help you and your teams thrive in the digital-first world
With appearances from:

  • David Williams, SVP Enterprise Products, Zendesk, on joint success and what’s new for CS teams 
  • Jeff Teper, Microsoft, on our industry-leading integration 
10:35AM
Future of Work Panel
Stewart Butterfield CEO & Co-Founder, Slack
Adam Lashinsky Executive Editor, Fortune
Jennifer Tejada CEO, PagerDuty
Eric Yuan Founder & CEO, Zoom

Almost overnight, many of us shifted to a remote work environment -- but it was really an acceleration of a trend we've seen over the past several years. How will we work and collaborate moving forward? What's in store for all of us? Adam Lashinsky, Executive Editor at Fortune, will moderate a panel featuring the leaders from Zoom, Slack, and PagerDuty as they discuss the future of work.

11:35AM
Building Inclusive Products
Vernā Myers VP Inclusion Strategy, Netflix & Founder, The Verna Myers Company,

Developers are at the heart of building products that disrupt, so how can developers think about building more accessible products? What can we all do to be more inclusive and reduce bias during product development and beyond?

12:00PM
The Power of Partnership to Increase Voter Turnout: A Conversation with Derrick Johnson
Derrick Johnson President & CEO, NAACP
Olivia Khalili Executive Director, Social Impact and Corporate Responsibility, PagerDuty

Voter participation is fundamental to a healthy, functioning democracy. Yet in recent U.S. elections, nearly half of eligible voters didn’t participate. PagerDuty is investing in nonpartisan voter engagement and protection through its Just & Equitable Communities portfolio. This session will underscore the importance of individual voting and voter mobilization, highlight NAACP’s robust work to mobilize Black voters, and present clear calls to action for session attendees.

September 22
9:30AM
Building Inclusive Products
Vernā Myers VP Inclusion Strategy, Netflix & Founder, The Verna Myers Company,

Developers are at the heart of building products that disrupt, so how can developers think about building more accessible products? What can we all do to be more inclusive and reduce bias during product development and beyond?

September 23
9:05AM
Digital Transformation at Scale: A Fireside Chat with Paul Cheesbrough
Paul Cheesbrough Chief Technology Officer & President of Digital, Fox Corporation
Manjula Talreja Chief Customer Officer, PagerDuty

WIth millions watching at any given moment, Fox Corporation takes “always on” to another level. Join Paul Cheesbrough, CTO and President of Digital for Fox Corporation, in a fireside chat with PagerDuty’s Manjula Talreja, as they discuss Fox’s digital transformation journey and the importance of a modern, real-time operations platform to help deliver a perfect customer experience.

It's Time to Seize the Advantage
Col. Nicole Malachowski First Woman Thunderbird Pilot, Combat Veteran, Fighter SquadronCommander, White House Fellow & Adviser, and Indomitable Spirit, United States Air Force

In the military, teams must acknowledge and address the fog (things we can’t see, know, or predict) and friction (whatever forces impede progress) of war. In such times and in these current times we find ourselves, effective teamwork is more crucial than ever. In this presentation, Nicole provides tools for active contributors and teams to use in times of crisis—or anytime—to keep their organizations successful.

Hear from our product team and customers on using PagerDuty to the fullest, including the latest features.

 

September 21
12:30PM
PagerDuty Like a Pro: New Features for Responders
Paul Rechsteiner Director, Product Management, PagerDuty

See how we're making PagerDuty better for everyone on PagerDuty, with a walkthrough of recent features for responders. Check out new ways to work with schedules and overrides, mobile app features, notification settings, and tools for working with incidents. Plus, we'll be taking suggestions for new ringtones. Kick your on-call experience up a notch & PagerDuty like a pro!

How Scalable Service Ownership Leads to Faster Incident Triage
Brita Seltzer Product Manager II, PagerDuty
Stefano Prezioso Software Engineer, Twilio

It’s never pleasant to be interrupted by the knowledge that there is an incident. But even worse when it takes you minutes, or even hours to figure out that it was caused by an incident on another service. In today’s fast-paced world, technical infrastructure is constantly evolving. Understanding how services relate is critical in moments that matter. In this session, Stefano Prezioso, Software Engineer at Twilio, and Brita Seltzer, Product Manager at PagerDuty, talk about how Twilio’s expansion into a new market offered exciting new opportunities, as well as challenges, in supporting the technical complexities of an evolving business. You'll hear about Twilio’s journey in maturing their incident response process, and excitement to leverage PagerDuty’s service dependencies. Having technical service dependencies mapped inside PagerDuty provides a scalable source of truth to help retain transparency as the company grows, and arms responders with critical context about the broader technical ecosystem during critical moments of incident triage.

 

Bridge the gap between central IT operations and distributed engineering teams
Mark Huber Senior Director, Cox Automotive
Tarun Pereira Director, Gap Inc
Divya Balasubramanian Senior Product Manager, PagerDuty

In today’s complex organizations, there is often a centralized IT Operations team that works with distributed engineering teams. These teams use modern methodologies such as Cloud services, DevOps and microservices; tools that have made it possible to deploy and maintain applications on production easily. However, these solutions also cause complexities which makes it difficult to identify issues alongside IT counterparts and hone in on probable root cause before customers are impacted. In this session we will be discussing how using PagerDuty and ServiceNow together has advanced two major organizations by helping their IT service management teams and distributed engineering teams to collaborate better and provide resolutions faster.

1:00PM
Best Practices in Enterprise Cloud Transformation
Vincent Pham Senior Director - Enterprise Customer Success, PagerDuty

Enterprises are adopting cloud like never before, but it’s not just the technology that’s changing. In order to be successful, the people, the processes and the culture must also shift to fully capitalize on the benefits of cloud migration. In this session, Vincent Pham, Sr. Director of Enterprise Customer Success, will share how his team at PagerDuty is helping customers move to a full service ownership model, with best practices around managing culture change, gaining broader, company-wide support, and hiring for the right people and skills. 

 

Incident Communications Made Easy with PagerDuty Business Response
Alina Anderson St Technical Program Manager, Smartsheet
Katie Reiter Product Manager, PagerDuty

Executives interrupting incident calls? Distracted technical responders? Uninformed customer support team? No visibility into ongoing incidents in your organization at all? A manual and inconsistent incident communication process leads to frustrated teams and a poor experience for your customers. In this session, Alina Anderson will share Smartsheet’s journey to mature their business-wide incident communications. Then we’ll walk you through how to use PagerDuty’s Business Response capabilities to proactively keep stakeholders in the know, while automating the process so responders can focus on the technical resolution. You’ll hear about: Status dashboard Status update notifications Business service subscription Stakeholder licenses Automation tips & tricks.

Automating Remediation
Sean Noble Product Manager, PagerDuty
Andrew Rundle Principal Engineer, Claranet

In an ideal world, your services would heal themselves and you'd never get woken up in the middle of the night. But short of that nirvana, there are remediation steps that can often be automated to save time and remediate some issues. In this session Andrew Rundle from Claranet will talk about how they are using PagerDuty to determine where to automate, orchestrate not just human but human and machine response, and how to do so without making the issue worse! Advanced event rules Webhooks/Custom Incident Actions Pause incident/Automated Remediation Controls Integrations with automation tools.

1:30PM
Zen Your Life with Event Intelligence
Erick Dean Senior Director, Product Management, PagerDuty
Luke Rotta Manager, SRE and Software Infrastructure, Chicago Trading Company

Are you and your teams inundated by the flood of alerts from your applications and infrastructure? Far too often, responders are shaken from their slumber, only to learn that they were paged for an un-actionable incident that doesn’t require their attention. And when a critical outage does occur, finding the proverbial “needle in the haystack” is humanly impossible because of all the alert noise to sift through. Say goodbye to these problems with PagerDuty Event Intelligence! In this session, we will share how customers have effectively managed noise (and enjoyed a full night’s rest). We will announce some new and exciting capabilities that will further reduce unactionable notifications to help teams focus only on what really matters.

Achieve Real-Time Operations Maturity
Mehdi Ravandi Director of Product, Analytics, Pagerduty
farshad Miraftab data, Pagerduty
Bilal Karim Product Designer, PagerDuty

Are you and your teams spending too much time responding to incidents and not enough time investing in people, process, or technology? In this session, you will discover how to identify which services can benefit from automated noise reduction, who is at risk of burnout, how your services are performing, and what is the impact of incidents to your business. We’ll show you new capabilities that make it easy to access insights where you work and a new integration via an API. We will also announce some new capabilities that will help you drive process maturity and achieve better business outcomes.

Change is the only constant -- How Puppet + PagerDuty expedite resolution by answering "What Changed?"
Lilia Gutnik Group Product Manager, PagerDuty
Abby Kearns Chief Technology Officer, Puppet

80% of customer impacting incidents are caused by change. While traditional change management processes can control risk, it’s doesn’t entirely eliminate it. Adding to that, limiting the number of changes made leads to an overall slower pace of change for the organization. So what’s the problem with that? It’s simple - we don’t want to limit the pace of change, it’s necessary for value creation. If anything, we want to accelerate change because that’s how value is created for our customers. Join Abby Kearns, CTO of Puppet, and Lilia Gutnik, Group Product Manager at PagerDuty, as they discuss why change is the only constant. Hear more about a new partnership from Puppet and innovations from PagerDuty, and how these new innovations create awareness during triage, accelerate resolution and facilitate innovation. Triage maturity is about to get a huge boost towards fixing things faster.

September 22
10:00AM
How Scalable Service Ownership Leads to Faster Incident Triage
Stefano Prezioso Software Engineer, Twilio
Brita Seltzer Product Manager II, PagerDuty

It’s never pleasant to be interrupted by the knowledge that there is an incident. But even worse when it takes you minutes, or even hours to figure out that it was caused by an incident on another service. In today’s fast-paced world, technical infrastructure is constantly evolving. Understanding how services relate is critical in moments that matter. In this session, Stefano Prezioso, Software Engineer at Twilio, and Brita Seltzer, Product Manager at PagerDuty, talk about how Twilio’s expansion into a new market offered exciting new opportunities, as well as challenges, in supporting the technical complexities of an evolving business. You'll hear about Twilio’s journey in maturing their incident response process, and excitement to leverage PagerDuty’s service dependencies. Having technical service dependencies mapped inside PagerDuty provides a scalable source of truth to help retain transparency as the company grows, and arms responders with critical context about the broader technical ecosystem during critical moments of incident triage.

PagerDuty Like a Pro: New Features for Responders
Paul Rechsteiner Director, Product Management, PagerDuty

See how we're making PagerDuty better for everyone on PagerDuty, with a walkthrough of recent features for responders. Check out new ways to work with schedules and overrides, mobile app features, notification settings, and tools for working with incidents. Plus, we'll be taking suggestions for new ringtones. Kick your on-call experience up a notch & PagerDuty like a pro!

Bridge the gap between central IT operations and distributed engineering teams
Divya Balasubramanian Senior Product Manager, PagerDuty
Mark Huber Senior Director, Cox Automotive
Tarun Pereira Director, Gap Inc

In today’s complex organizations, there is often a centralized IT Operations team that works with distributed engineering teams. These teams use modern methodologies such as Cloud services, DevOps and microservices; tools that have made it possible to deploy and maintain applications on production easily. However, these solutions also cause complexities which makes it difficult to identify issues alongside IT counterparts and hone in on probable root cause before customers are impacted. In this session we will be discussing how using PagerDuty and ServiceNow together has advanced two major organizations by helping their IT service management teams and distributed engineering teams to collaborate better and provide resolutions faster.

10:30AM
Incident Communications Made Easy with PagerDuty Business Response
Alina Anderson St Technical Program Manager, Smartsheet
Katie Reiter Product Manager, PagerDuty

Executives interrupting incident calls? Distracted technical responders? Uninformed customer support team? No visibility into ongoing incidents in your organization at all? A manual and inconsistent incident communication process leads to frustrated teams and a poor experience for your customers. In this session, Alina Anderson will share Smartsheet’s journey to mature their business-wide incident communications. Then we’ll walk you through how to use PagerDuty’s Business Response capabilities to proactively keep stakeholders in the know, while automating the process so responders can focus on the technical resolution. You’ll hear about: Status dashboard Status update notifications Business service subscription Stakeholder licenses Automation tips & tricks.

Automating Remediation
Sean Noble Product Manager, PagerDuty
Andrew Rundle Principal Engineer, Claranet

In an ideal world, your services would heal themselves and you'd never get woken up in the middle of the night. But short of that nirvana, there are remediation steps that can often be automated to save time and remediate some issues. In this session Andrew Rundle from Claranet will talk about how they are using PagerDuty to determine where to automate, orchestrate not just human but human and machine response, and how to do so without making the issue worse! Advanced event rules Webhooks/Custom Incident Actions Pause incident/Automated Remediation Controls Integrations with automation tools.

Best Practices in Enterprise Cloud Transformation
Vincent Pham Senior Director - Enterprise Customer Success, PagerDuty

Enterprises are adopting cloud like never before, but it’s not just the technology that’s changing. In order to be successful, the people, the processes and the culture must also shift to fully capitalize on the benefits of cloud migration. In this session, Vincent Pham, Sr. Director of Enterprise Customer Success, will share how his team at PagerDuty is helping customers move to a full service ownership model, with best practices around managing culture change, gaining broader, company-wide support, and hiring for the right people and skills. 

 

11:00AM
Zen Your Life with Event Intelligence
Erick Dean Senior Director, Product Management, PagerDuty
Luke Rotta Manager, SRE and Software Infrastructure, Chicago Trading Company

Are you and your teams inundated by the flood of alerts from your applications and infrastructure? Far too often, responders are shaken from their slumber, only to learn that they were paged for an un-actionable incident that doesn’t require their attention. And when a critical outage does occur, finding the proverbial “needle in the haystack” is humanly impossible because of all the alert noise to sift through. Say goodbye to these problems with PagerDuty Event Intelligence! In this session, we will share how customers have effectively managed noise (and enjoyed a full night’s rest). We will announce some new and exciting capabilities that will further reduce unactionable notifications to help teams focus only on what really matters.

Achieve Real-Time Operations Maturity
Mehdi Ravandi Director of Product, Analytics, Pagerduty
farshad Miraftab data, Pagerduty
Bilal Karim Product Designer, PagerDuty

Are you and your teams spending too much time responding to incidents and not enough time investing in people, process, or technology? In this session, you will discover how to identify which services can benefit from automated noise reduction, who is at risk of burnout, how your services are performing, and what is the impact of incidents to your business. We’ll show you new capabilities that make it easy to access insights where you work and a new integration via an API. We will also announce some new capabilities that will help you drive process maturity and achieve better business outcomes.

Change is the only constant -- How Puppet + PagerDuty expedite resolution by answering "What Changed?"
Lilia Gutnik Group Product Manager, PagerDuty
Abby Kearns Chief Technology Officer, Puppet

80% of customer impacting incidents are caused by change. While traditional change management processes can control risk, it’s doesn’t entirely eliminate it. Adding to that, limiting the number of changes made leads to an overall slower pace of change for the organization. So what’s the problem with that? It’s simple - we don’t want to limit the pace of change, it’s necessary for value creation. If anything, we want to accelerate change because that’s how value is created for our customers. Join Abby Kearns, CTO of Puppet, and Lilia Gutnik, Group Product Manager at PagerDuty, as they discuss why change is the only constant. Hear more about a new partnership from Puppet and innovations from PagerDuty, and how these new innovations create awareness during triage, accelerate resolution and facilitate innovation. Triage maturity is about to get a huge boost towards fixing things faster.

September 23
9:50AM
Empower Customer Service Teams to ‘right size’ your support engagement
Jonathan Brummel Director, Enterprise Support, Zendesk
Andrew Stutz Senior Product Manager, PagerDuty

An introduction to PagerDuty for Customer Service. Observations across our customer service users and how they are leveraging PagerDuty to solve Customer Service case response, connect with the cross functional teams in dev and operations, and leverage PagerDuty right inside their CSM and helpdesk applications.

10:20AM
What We Learned from Getting 100% of Our Engineers On Call
Antonia Scheidel Sr. Software Engineer, Duolingo

This is a talk about scaling engineering culture, disguised as a talk about sustainable on-call rotations in the age of microservices. It is a first-hand account of Duolingo’s journey to an on-call ecosystem that included every single one of their 80+ engineers and tells the story of developing an “on-call pain balancer.” Antonia Scheidel will share some of the tools and processes that have helped Duolingo reduce the burden of being on-call, and how setting out to standardize a single aspect of engineering life opened the door to learnings beyond simply improving site reliability.

10:50AM
Incident Response in Three Steps
Christine Canchola-McKinley TPM, Quibi

PagerDuty has many great features and extensions to fully customize and support your team’s incident management process. With so many options available, it can oftentimes be tricky to know where to start. We’ll take a very simple three step approach to help you (and your team) implement an end to end process quickly and effectively.

11:20AM
Observability, Metrics and DevOps Transformation
Robbie Eichberger DevOps Champion, Morgan Stanley

Observability, Metrics and DevOps TransformationDevOps is about more than just pipeline. It’s also about culture. Hear from Robbie Eichberger, a DevOps Champion at Morgan Stanley, talk about how they leverage PagerDuty to optimize feedback loops and reinforce ownership, improve team visibility into incident management processes, and better understand metrics and observability to make real-time operations a reality.

12:10PM
Observability in Moments That Matter with PagerDuty and Lightstep
Clay Smith Partnership Engineer, Lightstep
Julian Dunn Product Management and Product Marketing Leader, PagerDuty

Learn how Lightstep and PagerDuty together can help with observability use cases: chaos engineering, canary deployments, and communicating information between teams during critical situations.

12:40PM
Real-time Operations for Social Impact
Seth Flaxman Co-Founder & Executive Director, Democracy Works
Olivia Khalili Executive Director, Social Impact and Corporate Responsibility, PagerDuty
Cecilia Corral Co-Founder & VP of Product, CareMessage

Now more than ever, it's critical that mission-driven organizations can reliably connect with and serve the populations they support-- especially through digital channels. Join PagerDuty Vice President of Global Social Impact Olivia Khailil in a discussion with DemocracyWorks Founder and Executive Director Seth Flaxman and CareMessage Co-Founder and VP of Product Cecilia Corral as they discuss digital transformation to help social enterprises maximize their impact across the communities they serve.

Leaders in the digital space discuss ways to accelerate digital transformation through cost savings, operational efficiency, and navigating in an always-on world.

 

September 21
12:30PM
Cloud Migration Success
Rachel Obstler VP Product, PagerDuty
Francessca Vasquez Head of Amazon Web Services Solutions Architecture, Americas, AWS

Join Rachel Obstler, VP of Product at PagerDuty, and Francessca Vasquez, Head of Amazon Web Services Solutions Architecture for the Americas, for a discussion on the trends accelerating Cloud Migration by organizations, and what's ahead for cloud adoption in the future.

1:00PM
Strengthening DevOps Practices through Full Service Ownership: a Fireside Chat with PayPal
Tim Armandpour SVP, Engineering, PagerDuty
Wes Hummel VP, Site Reliability Engineering, PayPal

Tim Armandpour, SVP of Engineering and Wes Hummel, VP of Site Reliability Engineering at PayPal discuss the evolution of digital operations at PayPal, their cloud migration journey, and PayPal's point of view on devops culture and the importance of service ownership.

1:30PM
Automation for the People
Rich Lane Sr. Analyst, Forrester
Michael Cucchi VP of Product & Partner Marketing, PagerDuty

The global pandemic has forced companies around the world to rapidly pivot to digital or move to the cloud. This has profound implications for IT organizations and teams responsible for supporting and scaling the business, especially those that are managing legacy, on-premises infrastructure. The industry has seen a rise in automation, and AIOps has emerged as a valuable tool that can help manage real-time operations. But how does it fit with the existing ways teams like to work? In this session, PagerDuty’s VP of Product Marketing Michael Cucchi will speak with featured guest, Forrester senior analyst Rich Lane, on how the industry has shifted since the pandemic set in, common challenges that IT leaders are facing today and key considerations for approaching digital acceleration and automation to ensure success for your teams.

September 22
10:00AM
Cloud Migration Success
Rachel Obstler VP Product, PagerDuty

Join Rachel Obstler, VP of Product at PagerDuty, and Francessca Vasquez, Head of Amazon Web Services Solutions Architecture for the Americas, for a discussion on the trends accelerating Cloud Migration by organizations, and what's ahead for cloud adoption in the future.

10:30AM
Strengthening DevOps Practices through Full Service Ownership, Fireside Chat
Tim Armandpour SVP, Engineering, PagerDuty
Wes Hummel VP, Site Reliability Engineering, PayPal

Tim Armandpour, SVP of Engineering and Wes Hummel, VP of Site Reliability Engineering at PayPal discuss the evolution of digital operations at PayPal, their cloud migration journey, and PayPal's point of view on devops culture and the importance of service ownership.

11:00AM
Automation for the People
Rich Lane Sr. Analyst, Forrester
Michael Cucchi VP of Product & Partner Marketing, PagerDuty

The global pandemic has forced companies around the world to rapidly pivot to digital or move to the cloud. This has profound implications for IT organizations and teams responsible for supporting and scaling the business, especially those that are managing legacy, on-premises infrastructure. The industry has seen a rise in automation, and AIOps has emerged as a valuable tool that can help manage real-time operations. But how does it fit with the existing ways teams like to work? In this session, PagerDuty’s VP of Product Marketing Michael Cucchi will speak with featured guest, Forrester senior analyst Rich Lane, on how the industry has shifted since the pandemic set in, common challenges that IT leaders are facing today and key considerations for approaching digital acceleration and automation to ensure success for your teams.

Best practices on scaling incident response, reducing outages, and mitigating alert fatigue.

 

September 23
9:50AM
Building and Scaling SRE Teams
Tammy Bryant Principal SRE, Gremlin

Site reliability engineering (SRE) is becoming a popular movement within large enterprises. But what exactly does an SRE do? How do you build an SRE team? Who do you hire? Where do you hire SREs from? How do you set SREs up for success? How do you manage performance of SREs? How do you scale your SRE team? What are the responsibilities of an SRE team? Should you have one? This is the session where you get the answers. Tammy will share her experiences building and scaling SRE teams. Get practical advice on whether an SRE function makes sense for your company and a guide for success.

10:20AM
Rolling out PagerDuty at Enterprise Scale - Lessons Learned
Vishal Raina Senior Platform engineer, Adobe
Pankaj Bhardwaj NOC Manager, Adobe

Learn how a large enterprise software company uses PagerDuty as its central alerting platform and enables self-service for engineers to onboard onto the PagerDuty platform.

10:50AM
Approaching Incident Response Compassionately
Connie Lynne Villani Director of Incident Management, Fastly

"All hands on deck" is the familiar cry for so many incidents, but it's often the wrong choice. What you really want is the right people, at the right time, fully prepared both mentally and physically to handle an incident. That starts with a process that puts people first every step of the way, from preparation to post-event analysis. This talk will give you practical, actionable strategies for building a process that helps everyone bring their best selves to incident response, even if you think "soft skills" are too hard to learn.

11:20AM
The Need to Belong: The Neuroscience of Inclusion
Rachel Parrott Diversity and Inclusion Manager, New Relic

What happens to our brains when we’re rejected in social situations or made to feel less than? Surprisingly, the neuroscience behind these reactions is similar to that of our early ancestors - but their survival was at stake. Most of the threats that our brains now face involve inclusion ( or lack of) in our workplace. In this talk I will address diversity and inclusion, with a focus on inclusivity and the neuroscience behind it. The audience should come away knowing that belonging is a global need, and that inclusion is more than being nice— It’s believing the experiences of others and supporting and validating those experiences.

12:10PM
Incident Analysis: Your Organization's Secret Weapon
Nora Jones Co-founder and CEO, Jeli

Learn how you can move faster and focus on the things that matter by using incident analysis as your secret weapon. 

Operating at speed and at scale tests the capabilities of even the most experienced engineering teams. In this software world, it is inevitable that things will break. When they do, what do you do? Pick up the pieces and carry on? What if that’s not enough? Learning from incidents has taught us that broken things can lead to powerful opportunities, but only when we’re looking at them through the right lens. Successful organizations don’t just react to incidents—they use them to learn how to be proactive. To build a stronger system, safeguarded from making the same mistakes again. Extensive research has mapped out Incident Analysis as a strategy to help teams learn, adapt, and prioritize by focusing on what matters. More focused efforts help us move faster. And farther. Which is why incident analysis could be your organization’s secret weapon. It could change the game, and keep you on top of yours. So, are you ready to turn your “failures” into success? Come listen to this talk.

12:40PM
Supporting Your Customers and Employees With Real-time Insights
Abhiroop Basu Director of Product Marketing, Zendesk

Support enquiries have risen 16% in the past year and most of your employees are now working remotely. But, customers still have the same service expectations and so, ensuring your team can respond and resolve issues rapidly is more important than ever before. With PagerDuty and Zendesk you can track incoming support requests from your customers and employees, get all the context on the issue, and use bidirectional workflows to connect your teams so they can solve the issues in real-time.

Learn how your IT tool stack — including ChatOps, App/Infrastructure monitoring, Customer Service, etc. — can be used to drive real-time operations.

 

September 23
9:50AM
Cultivating Production Excellence
Liz Fong-Jones Principal Developer Advocate, Honeycomb

Taming the complex distributed systems we're responsible for requires changing not just the tools and technical approaches we use; it also requires changing who is involved in production, how they collaborate, and how we measure success.

In this talk, you'll learn about several practices core to production excellence: giving everyone a stake in production, collaborating to ensure observability, measuring with Service Level Objectives, and prioritizing improvements using risk analysis.

10:20AM
In the Heat of the Page: Coping with the Root Cause of Incident Stress
J. Paul Reed Senior Applied Resilience Engineer, Netflix

Most SREs, if they're being truly honest, will admit that being involved in an incident, either as a responder or incident commander, is... inherently stressful. But why is that? What makes incidents "stressful?"

We’ll take a look at some of the underlying reasons why we experience stress when engaged in incidents. We’ll also look at some techniques—beyond “remember to breathe!”—both individuals and teams can use to combat stress, before the pager goes off and in the middle of the charge.

10:50AM
Shift Left: Addressing Digital Inequity for the Black Community
Jacqueline Gibson Software Engineer, Microsoft

Many consider technology to be the “great equalizer”, but it’s evident that Black people are not benefiting at the same rates as others. This session will discuss how the forces that limit Black people’s ability to navigate the physical also prevent us from exerting agency via the digital. Together, we’ll discuss the ways that anti-Blackness is replicated in technology, the discrepancies faced by Black communities due to the digital divide, and the changes required for us to have a more equitable future. Because we can never fully benefit if technology continues to be made for us, without us.

11:20AM
How PagerDuty Can Aid in a High Voltage Automotive Test Environment
James Jezewski Lab Systems Integration Engineer, GM
Chelsea Flattery Lab Systems Integration Engineer, General Motors

Many testing organizations find themselves running 24-hour operations with only an 8-hour shift. Many more testing organizations operate with multiple facilities with common workflows spread across the globe. Operations like the one at GM’s Global Battery Labs manage both of these scenarios. Using PagerDuty on-call hierarchies and your own alerting systems makes it possible to manage both scenarios. By attending this session, we will review the history of on call in the GM Global Battery Labs, the current setup, integration with Grafana, Python, Slack, the PD Events APIs, our lessons learned, and some of our ideas for improvements in the future.

12:10PM
Righting a Sinking Ship: Troubleshooting Systems with Available Data
Laura Santamaria Developer Advocate, LogDNA

Ever been stuck with a system that just can’t heal? A system that falls over? Let’s dig into where you can gather data from a broken system, how you can figure out what’s happening using that data, and common trouble spots that might be hidden in that data for you to find.

Deep-dive technical sessions around how to implement incident response and digital operations management.
 

September 23
9:50AM
Operations as Code: Mass Configurations Using Terraform
Siva Gujavarthy Member of Technical Staff 2, Site Reliability Engineering, PayPal
Mark Kadubec Senior Manager Platform Operations, PayPal

At PayPal, thousands of developers manage thousands of services, and they're on call in case anything happens. How do you scale to support this? By implementing Operations as Code. Learn how PayPal leverages Terraform and other tools to successfully onboard developers onto PagerDuty.

10:20AM
English Linguistic Imperialism in Programming
Hannah Chung Software Engineering Intern, PagerDuty

Did you know that the top 10 coding languages used worldwide are all written in English? Why has no other language translation ever made it close to being as widely used as, say, JavaScript? In this talk, Hannah Chung, Software Engineering at PagerDuty, will discuss how English linguistic imperialism has affected not only programming languages in software development, but also programming cultures in the modern day tech world.

10:50AM
Think Like a Data Scientist
Irena Grabovitch-Zuyev Senior Data Scientist, PagerDuty

We live in the era of Big Data, and the amount of data that we have accumulated generates endless opportunities. Machine Learning algorithms and data-driven solutions are critical to utilize this “treasure” and drive innovation. In this talk, Irena Grabovitch-Zuyev, Senior Data Scientist at PagerDuty, will discuss creating a common language between business and data science, and walk through the high-level steps data scientists take toward machine learning solutions. This talk won’t make you a data scientist, but will provide you with a better understanding of the tradeoffs involved in building machine learning solutions.

11:20AM
CI/CD and the Rise of CV
Casey Rosenthal Co-founder and CEO, Verica

Three years from now, if you are pushing code into a serious production environment, it will go through a Continuous Verification (CV) pipeline. Continuous Verification is born out of a need to navigate increasingly complex systems and the practice isn't wholly new, it is an advancement of Chaos Engineering.

In this talk, you will learn from Casey Rosenthal's experience taking Chaos Engineering principles and developing Continuous Verification platform at Netflix. Through his journey, you will walk away from this session with a roadmap for CI/CD's move to CV.

12:10PM
Building Resilient Engineers
Brian Rutkin Sr. Staff SRE, Twitter

The foundation to building Resilient Services is to ensure that we are first building the Resilient Engineers who will write and support them. Before investing in technological solutions we should aim to shore up our most valuable assets, our people.  In this short talk we will go over the overt and invisible challenges that often lead to engineer fatigue and burnout, and some ways in which we can combat them.

12:40PM
How, Not Why: An Alternative to the Five Whys for Post Mortem Analysis
Robert Blumen Lead DevOps Engineer, Salesforce

Complex systems are interconnected. When an incident occurs it isn’t triggered by one single event, but rather a series of events leading up to that one failure. Yet teams employ root cause analysis (RCA) as the primary means to identify one ultimate, sufficient cause. In this session, Robert Blumen discusses the idea that it’s not the single root cause, but rather the series of events that should be more closely examined. He reviews why humans are cognitively drawn to RCA, research and examples on event analysis, and proposes it’s the “how” not the “why” we should explore when systems fail.

September 22
10:30AM
Using Microsoft Teams to Power Your DevOps
Erin Bailie Program Manager, Partnerships, Microsoft
Michal Lesiczka Principal GPM of Teams Partnerships Ecosystem / Head of Partnerships, Microsoft

DevOps teams need to work where they are, and often that means they’re working in Microsoft Teams. In this session, we’ll show you how PagerDuty users can use Microsoft Teams to drive their real-time operations.

September 23
9:50AM
The Shared Irresponsibility Security Model With PagerDuty and Lacework
Dan Hubbard CEO, Lacework

For companies building fast, security for cloud infrastructure, workloads, and applications often start with the shared responsibility model between the cloud provider and the company. AKA “if you can configure it you need to secure it”.


Demarc points are important, but the internal model between teams in your organization is critically more important and is often overlooked, miss-aligned, or not working. On the security front, this is due to a lack of shared context, workflows, and context that pair the two worlds of Ops and Security together.


In this session, Dan Hubbard, the CEO of Lacework will review common irresponsibility patterns and why traditional security approaches and organizations fail when attempting to secure your software built on cloud services. Finally, he’ll talk about how high performing teams align incentives and use new context-rich security alerts alongside performance monitoring to collaborate and solve the irresponsibility model in organizations.


You’ll learn about:

* Shared Irresponsibility Org and Tech Patterns

* Why cloud builders need to look beyond rules

* DecSecOps Collaboration practices of leading B2B SaaS companies

* How to use data to stitch organizations and architecture

10:20AM
Using Microsoft Teams to Power Your DevOps
Erin Bailie Program Manager, Partnerships, Microsoft
Michal Lesiczka Principal GPM of Teams Partnerships Ecosystem / Head of Partnerships, Microsoft

DevOps teams need to work where they are, and often that means they’re working in Microsoft Teams. In this session, we’ll show you how PagerDuty users can use Microsoft Teams to drive their real-time operations.

10:50AM
Leveraging Event-Driven Architectures to Empower Distributed Teams with Amazon EventBridge and PagerDuty
Santiago Cardenas Global Technical Lead & Sr. Partner Solutions Architect, Serverless Partners, Amazon Web Services, AWS

Companies are increasingly opting to build applications using event-driven architectures, that is, architectures in which actions are triggered in response to changes in data, called events. Meeting the demands of event-driven systems means evolving how you respond to and resolve incidents. In this session, we'll show you how AWS and PagerDuty allow you to do this.

11:20AM
Shorter Incidents & Fewer Escalations with Runbook Automation
Damon Edwards CTO, Rundeck

PagerDuty has sent you an alert? Now what? How do you take action? If you escalate to a colleague or another team, you are losing time. If you have to navigate a wiki or dig through shared scripts and manual runbooks, you are losing time.

This talk will look at how high-performing teams use runbook automation to shorten incidents and reduce disruptive escalations. Using runbook automation, you can give any of your responders safe, self-service access to the automated operations procedures that previously only your experts could perform.

12:10PM
Driving real-time operations with Slack and PagerDuty
Don Baron Alliance Manager, Slack
Luis Perez Camacho Lead Solutions Engineer, Slack
Andrew Marshall Director of Product Marketing, PagerDuty

With Slack and PagerDuty, companies can seamlessly manage and track a situation as it evolves, reassigning or escalating as needed, and collaborate across teams to quickly resolve the incident. In this session, we’ll show you how modern ChatOps can help you drive real-time operations.

Check back as details are coming soon!

 

September 21
12:30PM
Creating Chaos to Avoid Outages - Interactive Workshop

Chaos Engineering is an influential developer practice that has burst into the mainstream and is redefining the way software is built in the enterprise. The concept revolves around testing and experimenting production systems in order to build confidence around a system’s ability to withstand turbulent conditions and unplanned production incidents. More information on Chaos Engineering.

At this interactive workshop, teams of attendees will work together to remediate randomized table top problem scenarios before it “negatively impacts the business.”

Attendance will be on a first come, first served basis and space is limited, so make sure you plan ahead in order to attend!

September 23
9:50AM
Workshop: How can we make on-call better?

Waking up at 2 a.m. to respond to an urgent incident can bring up all kinds of feelings: Stress, anxiety, frustration, and even relief and success. And going on call for the first time ever can make this seem even more daunting! In this workshop, we’ll be breaking into small groups to map the high and lows of responding to incidents. We’ll then use this psychological map to brainstorm potential ways to reduce the low points of stress and anxiety and celebrate the high points. This session is for people who:

  • Want to connect with their peers in smaller groups in a hands-on setting
  • Have on-call war stories and experiences to share
  • Want to share ideas for improving the on-call experience for everyone
10:50AM
Hands-On Lab Using PagerDuty API

Build an integration with PagerDuty! We’ll walk you step by step through building and authenticating a new app using our APIs, and submitting to our app review process. Let's build together!

Join this Birds of a Feather if you're interested in talking on this topic. Limited to 20 participants, the conversation will depend on who is in the room and each of your experiences and will be run as an open discussion.

 

Day 1, September 21
12:30PM
Human Ops
Learning from Failure
Women in Tech
Monolith to Microservice
Measuring Performance
1:00PM
Full service ownership
Automation
DevSecOps
Tech Ethics
CI/CD
1:30PM
Mentoring
Working Remote
BIPOC in Tech
SRE
Migrations
Day 2, September 22
10:00AM
Serverless
Technologists in SLED
Mentoring
Sustainability
Technologists in FSI
10:30AM
Reliability
Chaos Engineering
Technologists in Travel/Hospitality
Technologists in Media/Entertainment
Monitoring
11:00AM
Technologists in Retail/eComm
Terraform
Technologists in Telcom
On-call Horror Stories
Technologists in Healthcare
Day 3, September 23
9:40AM
Chaos Engineering
Diversity in Tech
CI/CD
10:10AM
SRE
Terraform
Observability
10:40AM
Women in Tech
Technologists in FSI
Monitoring
11:10AM
Industry Regulation
On-call Horror Stories
Meaningful Metrics

Interactive shared learning experience for practitioners.

 

September 24
8:00AM
PagerDuty 101 - Setting up your PagerDuty Account
Camden Louie Technical Trainer, PagerDuty

This course is suitable for all current and potential PagerDuty users. This is an optional precursor for those who want basic, foundational knowledge of the platform to supplement the remainder of the PagerDuty University Day and not required to complete any PagerDuty University tracks or certification.

 

Whether you have just signed up with PagerDuty or are looking for a quick refresher, our 101 course offers the necessary basics along with our latest and greatest functionalities. Customers who have recently purchased PagerDuty, new users who have recently been added to PagerDuty, and those who are trialling our product, can all learn how to properly set up their PagerDuty account, respond to incidents, and see if their account is following best practices. This course is ideal for newer users that want a foundation of the PagerDuty product to start off their PDU day of learning.  

After completing this course, you will be able to:

  • Properly configure services, escalation policies, and schedules in accordance to your organization’s workflows
  • Efficiently triage incidents with other responders to reduce incident duration and disruption to customers 
  • Manage incidents throughout each point in their lifecycle, from signal detection to resolution and postmortem
9:00AM
Incident Command System 101
Julie Gunderson advocate, PagerDuty

This course is suitable for technical team leads, managers, directors and anyone seeking to better their incident response process.

A class favorite and ideal course to start out your Summit experience, ICS 101 draws from the PagerDuty Community's open-source incident response framework. We've adapted the Incident Command System, used globally by emergency responders, for use when managing technical incidents. In this course, we cover basic incident response concepts, roles, terminology, and adoption strategies you can use in tandem with the open-source framework to create, customize, and implement your own incident response process leveraging industry-leading practices. This course provides an introduction to ICS as a basis for other PDU incident response courses.

After taking this course, you will be able to: 

  • Build a foundation for implementing an Incident Command System at your organization
  • Describe the role of an Incident Commander and understand how to build that into your incident response process
  • Understand how to classify a major incident and build an appropriate response process
Supporting a DevOps Culture
Quintessence Anx Developer Advocate III, PagerDuty

High IT performance correlates with strong business performance, boosting productivity, and profitability - but is nearly impossible to achieve without undergoing a digital transformation. Before you are ready to deploy a scientific approach to improve performance, it is critical to first understand and develop your team culture. Change management is a strategic process, whether your team follows a DevOps methodology or not. Join this course to learn how to enhance or message the change to a DevOps mindset and get the rest of your team’s buy-in to take your software development to the next level.

After completing this course, you will be able to:

  • Assess the state of your organization’s culture to determine proper next steps for improvement
  • Identify the capabilities that drive performance in software delivery and impact organizational performance
  • Understand the proper communication and messaging needed to acquire executive and employee buy-in for major cultural process shifts
Managing Schedules & Escalation Policies
Camden Louie Technical Trainer, PagerDuty

A deep dive into owning operational team processes, this course explores different use cases supported by schedules and escalation policy combinations and how to implement them according to industry best practices. Ensure only the right responders get notified at exactly the right time, reducing mean time to resolve incidents along with responder alert fatigue. This is a very hands-on course where you will recreate popular schedule combinations to solidify your knowledge of PagerDuty on-call concepts.

After completing this course, you will be able to:

  • Build, update and customize both basic and complex on-call schedules to your team’s preferences both in the Web UI and Mobile App
  • Create schedule overrides when out of offices occur
  • Build effective multi-level Escalation Policies to ensure no incident is missed
10:30AM
Incident Command System 201
Hayley Neal Program Manager, PagerDuty

This course is suitable for technical team leads, managers, directors and anyone seeking to better their incident response process.

Prerequisite: Incident Command System 101

Building on ICS 101, Incident Command System 201 dives deeper into the various roles, responsibilities, and documentation necessary to support your incident response process. This course provides both hands-on practice exercises and in-depth details on scaling incident command to your organizational size, setting up efficient on-call rotations, and navigating common pitfalls when selecting and training Incident Commanders and other supporting roles. 

After taking this course, you will be able to: 

  • Understand how to scale the Incident Command System up or down as necessary for your teams
  • Map ICS roles to real responders in your organization as well as describe considerations when taking on multiple roles
  • Effectively communicate with stakeholders during major incidents
Optimal Service Management (Full Service Ownership)
Kieran Galvin Solutions Consultant, PagerDuty
Julie Gunderson advocate, PagerDuty

High performing software development teams are focused on customers and on taking greater ownership of their production stack. The tricky part is teaching these teams how to tackle the operational challenges that come with full-service ownership and migrating to the cloud. In this workshop, you'll learn how to implement a model where development teams are both empowered to own their full stack production deployments and equipped to manage common software lifecycle operational issues in cloud migration like reducing alert fatigue and learning from failures.

After taking this course, you will be able to: 

  • Develop a model where software development teams own their production operating stack
  • Understand complexities when migrating to the cloud
  • Structure services within PagerDuty to support a full service ownership model
  • Understand common and alternative service use cases
Managing the Noise with Event Intelligence
Camden Louie Technical Trainer, PagerDuty

This course is suitable for Managers, Team Leads and Responders

Sending alerts to PagerDuty is easy - the real challenge is separating signal from noise and creating actionable insights from your data. Information overload is all too common, and can convolute the true patterns happening in your systems, skew your data, and overwhelm responders. Our Event Intelligence functionalities filter and combat this noise so that you can focus on evaluating and taking action on the most important data. Learn how to apply both machine learning and rule-based approaches to organize related issues across complex systems into a single incident, reducing noise and centralized context to speed triage. 

After taking this course, you will be able to: 

  • Optimize the way you architect your services and fine tune them according to suggested practices
  • Automate routing, suppression, notifications, and other behaviors programmatically based on incoming data from 300+ tools
  • Reduce the impact of unplanned work by giving adjacent teams context and visibility
12:30PM
Postmortem Workshop
Scott McAllister Developer Advocate, PagerDuty

This course is suitable for Managers, Team Leads and Responders.

Suggested prerequisite: Incident Command System 101

Learning from incidents requires getting to the truth of what happened in a moment of crisis. A successful postmortem process is based on a culture of honesty, learning and accountability. Practicing blameless postmortems can have widespread benefits that include improving technical processes and peer-to-peer culture. But the culture change required to adopt blamelessness and adopt a system of continuous learning can be incredibly challenging. This workshop draws from our open-source postmortem framework to teach you strategies for conducting successful blameless postmortems. The workshop introduces basic concepts useful when following our step-by-step guide, but focuses on practice exercises to help you develop strategies for overcoming common pitfalls. 

After taking this course, you will be able to: 

  • Assign roles and responsibilities needed in completing a postmortem review
  • Recognize and reduce biases and patterns that make a working culture susceptible to blame
  • Understand how to enact a formalized postmortem process at your organization, along with associated best practices
Managing Real-Time Operations in HybridOps
Mandi Walls DevOps Advocate, PagerDuty

This course is suitable for Managers and Team Leads 

Digital transformation in the enterprise often stalls due to conflicting objectives, reinforced by tools that are built for only one operating model. Rather than continue the conflict over operating models and tools, leading enterprise organizations take a HybridOps approach to accelerate digital transformation by meeting teams where they are today and using open platforms to bridge the communications gap. By integrating with the tools that already exist in your organization, learn how you can improve operations by democratizing access to data and measuring outcomes, not outputs.

After taking this course, you will be able to:

  • Keep ITOps communicating with DevOps teams by using shared data, both during day-to-day operations and when something goes wrong
  • Help teams incrementally and continuously improve their operations using common metrics, regardless of their operating model
  • Aid in transforming your organization by providing enterprise-wide visibility into digital operations, helping business leaders prioritize investments in technology and people
Deep Dive into Analytics
Hayley Neal Program Manager, PagerDuty

This course is suitable for all current and potential PagerDuty users

Reflecting and reviewing an incident after it has concluded is an integral part of the resolution process, and as such has been embedded into the platform for a holistic view of every incident’s lifecycle. PagerDuty Analytics uses human and machine response data to create modern operational insights that can be used to drive process maturity and better business outcomes. Business and operational leaders can make smarter, real-time decisions with a holistic view of machine data, services, teams, and corresponding incident actions. With data perspectives unique to a digital operations platform, PagerDuty Analytics surfaces modern digital metrics that go far beyond MTTA and MTTR. 

After taking this course, you will be able to: 

  • Navigate through PagerDuty Analytics to create personalized dashboards for the metrics your organization values
  • Leverage peer best practices, industry benchmarks, and machine learning to improve operational maturity over time
  • Drive operational metrics and KPIs to gain cross-organizational alignment and realize better business outcomes

Reserve your spot

Registration is free. Join us live and watch on-demand for six weeks.