Collaboration Is the Cornerstone of Real-Time Operations>
The New Stack.io – Jonathan Rende – Pager Duty
In the past year, we have all changed the way we live, work, communicate, learn and shop. For IT and Development teams, there are two major collaboration implications.

First, we now exist in a world where remote working is the norm â and one thatâs likely to stay. Hence, we need to find new ways to innovate and solve problems collaboratively from distributed locations.

Second, the shift to a âdigital by defaultâ world means that collaboration needs to happen in real-time. And with a recent study showing that daily digital incidents have grown by 47% over the last three to six months (again, due to this shift) figuring out how to solve problems collaboratively and immediately is high on many companiesâ priorities. Cross-team Collaboration Is Crucial for Managing Digital Operations Regardless of how an issue gets discovered, customer service agents and developers typically donât have a direct line of communication or any means to quickly work together, although they desperately need the information each other has. As a result, customers arenât kept up-to-date about whatâs happening to fix the problem, developers are late to find out about issues and fix them, and customer service teams can get overwhelmed with tickets.

Cross-tool Collaboration Is Important too To add to the difficulty of bringing together disparate teams, those teams are usually working in different tools. But Information Synchronization Is Most Vital When collaboration has to cross time zones, team silos and tools, new thinking is required on how to make working together more effective. Collaboration must be designed to bring together not just distributed teams, but also distributed information, into distributed tools in real-time.

In short, teams need one tool to not only aggregate and make sense of the important data, but to orchestrate information sharing across the entire toolchain and organization. PagerDuty was built to enable this type of real-time collaboration and information sharing at scale.
Link: https://thenewstack.io/collaboration-is-the-cornerstone-of-real-time-operations/