>> Announcer: From San Francisco.
It's theCUBE.
Covering PagerDuty Summit 2019.
Brought to you by PagerDuty.
>> Hey welcome back everybody.
Jeff Frick here with theCUBE.
We are downtown San Francisco at the historic
Westland St. Francis at PagerDuty Summit.
It's the fourth year of PagerDuty Summit.
Third year for theCUBE being here.
I think they've about outgrown the venue.
So we look forward to seeing where we go next year
but we're excited to have somebody
that's had a very busy day.
A lot of product announcements.
Leading a lot of this effort.
He's Jonathan Rende,
the SVP of product for PagerDuty.
Jonathan, great to see you.
>> Thanks for having me.
>> So congratulations.
A lot of product announcements today.
>> This is our biggest unveiling of the year.
>> So, I don't want you to pick your favorite baby
but what are some of the highlights that got us here today?
>> Yeah, so a couple of big things.
Today and tomorrow.
Not just today.
First, we're really focused on applying,
it is the buzz word of the new millennium.
Machine learning.
But we're applying it across our entire portfolio.
And we're doing it in a good way.
Not in a creepy way.
We're doing it in a good way to help organizations
make sense of all the data they're getting.
Tell them what's happening and more importantly,
what they can do to get better.
And so that's something that we call
our intelligent dashboard as a part
of our analytics products.
So that's one big one.
>> Right, right.
>> As you probably know being here,
PagerDuty is all about helping teams be more effective
in the moments that matter.
And one of the other big announcements we have is
intelligent triage.
And so what is that?
We see there's a lot of great companies here,
partners that we're working with
and whenever they're working major issues
within their companies where seconds matter,
or even micro seconds,
they can lose millions of dollars,
that work in real time,
they'll find out that there's multiple teams
working on the same problem.
Only for one team to find out that somebody's undoing
some of the things that they're doing.
So we focused in a huge way on
building a context of visibility
so that the teams can see what other issues are related.
That's what we call intelligent triage.
So nobody needs to do double work.
>> Right.
It's funny on the AI,
the machine learning cause they are the hot, hot buzzword.
But what I don't think are the hot buzzwords,
which is where all the excitement is happening
is the applied AI.
It's not AI for AI's sake.
Or, we're a great AI company with an AI widget
that we want to sell you,
it's really leveraging AI
within your core application space,
your core domain expertise
to make your apps do better things.
And that's really what you guys have embraced.
>> Jonathan: Absolutely.
We have to be so empathetic to our users.
Our users carry an unbelievable burden.
They are on the front lines when things go down.
They have minutes, seconds to make right decisions
and there's a lot of responsibility with that.
So we're using AI in an applied way
to help them make sense
of being overloaded with information.
To focus them in on the things that can make
the biggest positive impact.
>> Jeff: Right.
>> So it is applied AI in it's purest form.
>> And the other part I found interesting,
is really an acknowledgement that it's not just
the people that have to fix the problem
that need to know about the problem.
That there's a much larger ecosystem around that problem,
whether it's sales reps, executives, customer service.
There's a whole bunch of people that should know,
need to know, have value to know beyond just
the really smart person that I've now put
on fixing the problem.
>> You're bringing up a great point,
which is a lot of people know PagerDuty
because of how we help technical teams,
developers and ops people fix these "incidents"
when they happen.
When a site goes down,
or when a search isn't working correctly.
But getting work done,
we're taking that in it's broadest context.
It's beyond the technical responders.
First, we have to service them.
They're our core audience.
They're why we're here today.
But that unit of work,
getting work done,
goes beyond them as you're saying,
it goes to what we call business responders
who I could be working in a customer service team
and while that incident is happening,
I need that information so that I can ready my communication
in case somebody calls up the support desk
and opens up the ticket.
I need to know what to tell them.
>> Jeff: Right.
>> When it's going to be fixed
and how we're addressing their problem.
Or I could be the CFO, a stakeholder,
and just want to know what's the real revenue impact
of this outage at this time.
So whether I'm taking action or I just need to know,
these are people outside of the sphere
of the technical team and we're business responders
and stakeholders and we're automating
the flow of information to all of them
so that they don't interrupt the poor responder team
so they can focus on their work.
>> Jeff: (chuckles) Right.
Another concept that was kind of clarified today,
is all of your guys partnerships.
You've listed on your integration page on the website,
it's Clearwell, DataDog, Salesforce, Zendesk, Sumo, AWS,
ServiceNow, Atlassian, IBM Bluemix,
I mean, I can't go through the whole list.
It's a huge list but I think confusion on the marketer,
maybe clarification is helpful.
Where do those systems play vs your system
when everyone wants to be the system of record.
Everybody wants to be the database
that has all the information.
And yet, you figured out a way to take your capabilities
and augment all these other platforms
and really puts you in a nice play across
a really wide range of problem sets.
>> Jonathan: Yeah, it's so core to who we are.
We like to think of our PagerDuty platform,
I always refer to it as it's a central nervous system.
And what is that really mean?
We always say it's a central nervous system
and PagerDuty is about people.
So all of those vendors,
all of those companies,
they're all valued partners.
Many of them are customers of PagerDuty as well.
They use us to keep their services up
on the monitoring world.
But what PagerDuty is always focused on
is insuring that people to people collaboration
to get real work done based on the information coming
from those folks.
So a lot of those vendors out there,
they play such an invaluable part of the ecosystem.
They let us know,
they provide all the telemetry and the information
and the data.
We make sense of it and then engage people
to finish that work.
So in a way that central nervous system
is taking all these impulses,
just like a real central nervous system,
and we're engaging the right people to help them effectively
get the right work done.
We couldn't do it without them.
So the famous 350 plus,
we couldn't do what we do without them
and they're all here today.
>> You didn't think I was going to read the whole 350 hopefully.
>> (laughs) That would be a long list.
>> That would be a long list.
We had Zendesk on and I know that was part
of the new customer service announcement
and getting your value kind of closer
to the actual customer transaction.
It's always in support of the customer transaction
if the websites down and the transaction can't close.
But this actually is taking it to the next level
to have a direct contact through the person who's
actually engaged with the client to get them more
inside as to what's going on as being resolved
and these type things,
with a two-way communication pattern.
>> Yeah.
It's something I'm personally really excited about.
We're customer's of Zendesk as well.
So we use Zendesk and they use PagerDuty.
So we get a lot of feedback on what's working,
what's not working which informed us
in what we were doing.
But there's two big problems in the industry
that I've seen over two plus decades
which is customer service and support teams,
they're dealing also on the front lines.
Having them communicate and get information
from development teams isn't always easy.
And so both of us are really interested in breaking down
the walls between those organizations
but doing so in a way that's not interrupting those teams
when they're doing their work that they have to do.
>> Right, right.
>> So one, that's what we wanted to accomplish.
How can we share information seamlessly,
automatically so both teams are in sync
but they're not pestering each other.
And then two,
that work that's being done
on the development side when something does go wrong,
in a dev ops world,
now the customer support agents,
the service agents,
they can get ahead of those cases that are being opened up
so they're not in the dark,
they're not being flooded by tons of cases being opened up
and they don't know what to say.
They can ready their communications
and push it out because they're in sync.
>> Jeff: When they've got the data.
So it's really interesting,
you think PagerDuty and notifications
and we're surrounded by all these dashboards
and computer stuff.
But you made a really interesting comment.
It's all about the people.
And you guys commissioned this study
called, I'm going to read it,
"Unplanned Work.
"The Human Impact of an Always ON World."
And really going after unplanned work.
Now it's funny cause everyone always talks
about unplanned maintenance
and unscheduled maintenance and the impacts on aircraft
and the impacts on power generation and aircraft.
This is the first time I've ever heard anyone
couch it as unplanned
which is a completely disruptive force on people
and their lives not to mention the service workers
and according to the study,
two-thirds of them are pissed off and not too happy
with the way things are going at work anyway.
What was the zenith of that
and that's a really great way to reframe this problem
into something much more human.
>> The genesis of this all came
from the concept that as you'll read a lot we say,
"We're always on."
Let's keep it that way.
Let's help everyone keep it that way.
It's a mantra with PagerDuty.
And it comes from,
again when I say genesis
it comes from even within our platform,
we don't have maintenance windows.
We are on 24/7
360 days a year.
We have to be up when other services aren't.
And because of that,
whenever we work with organizations or vendors
that we pay for and they say we have
a maintenance window,
we're like, "A maintenance window?"
My partner in crime,
he runs engineering, Tim Armandpour,
he always says, "Maintenance windows are for cars,
"not SA Software."
There are no maintenance windows.
And what that means is as a first step is,
if that's the case,
there's no maintenance windows,
you're always on,
then you have to answer this question of like,
"How much time are you really spending in unplanned work?"
Interruptions.
And so we really started taking that to heart.
We really started to try to figure out,
what is the percentage?
Everybody's trying to innovate more,
that's planned work.
Is it 10%?
Is it 20%?
Is it 50%?
The best organizations we see are 20-25%
is unplanned work.
>> Twenty to 25% for the best organizations?
>> Yeah. >> Wow
>> So it means they're not so best organizations
are very different.
>> Right.
>> And so we feel that we uniquely can help organizations
get way better at cutting down that time
so that they can innovate more.
>> Jeff: Right.
>> They're not firefighting,
they're actually innovating and growing their businesses.
That's a big part of how we help people
in these organizations do their job better.
>> That's before you get any issues around
context switching and pressure and disruption and--
>> Jonathan: We found some amazing statistics.
In a prior life I ran engineering.
It was at a SAS company.
What I found was whenever customers,
whenever my top engineers would be put on call,
we didn't have PagerDuty at the time,
and they would be on call and interrupted
on consecutive nights in the middle of the night.
The first I would typically hear about
when somebody was burned out,
is when I would see a resignation letter on my desk.
Where somebody we know,
after two or three or four successive interruptions
in someone's personal life,
that goes on where they feel they're not being productive.
One, they aren't productive at work either.
Two, they're a huge retention risk.
So we have that kind of data.
We can look at it and we can help management
in organizations help them
and their teams take better care of their teams.
So that they're being more humane.
We call it humane ops not human ops, humane ops.
>> Right, right.
>> And how you deal with those most expensive,
precious resources in your company which are your people.
It's really important.
>> And they walk out the door every night.
So you got to take care of them
so they come back the next day.
>> It is, It is.
>> All right Jonathan,
the last question is,
we're not quite done with the Summit yet
but as we come to the close of the Summit
really busy year,
the IPO you guys have done amazing things.
Where's you kind of flip the calendar and look forward,
what are some of your priorities as we move forward?
>> Yeah so,
It's been a crazy year.
A lot of change.
I think a couple things going forward,
one, we're big partners with Amazon and AWS.
We're attending re:Invent.
That's a big event for the company.
But also at this event,
as I mentioned before,
it's probably our biggest unveiling of new innovations
and products for our entire 12,000 plus customers.
So for us,
it may seem like it's an end,
it's really just the beginning
because all of these products,
intelligent triage,
business response,
intelligent dashboards,
these products that are a part,
these capabilities that are a part of our analytic center,
invents intelligence on the PagerDuty platform.
We have to keep evolving this.
We have to keep moving forward
because the world is always on
and we got to keep it that way.
>> (chuckles) Andre just had a great line in his keynote
about being scared as the generator of wisdom,
oh here it is right here,
"Fear is the beginning of wisdom."
So not necessarily fear but fear of getting caught
and keep moving ahead of the pack.
>> That's right.
>> Well Jonathan, thanks for taking a few minutes
and congratulations.
I'm sure it was tough getting all those
new babies out this week.
But what a great job.
>> Thank you so much.
>> All right. >> It's a pleasure.
>> He's Jonathan.
I'm Jeff, you're watching theCUBE.
We're at the PagerDuty Summit in San Francisco.
Thanks for watching.
We'll see ya next time.
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