>> From Union Square in downtown San Francisco, it's theCUBE covering PagerDuty Summit '18, now here's Jeff Frick. >> Hey, welcome back, everybody. Jeff Frick here with theCUBE. We're at PagerDuty Summit 2018 at the Westin St. Francis in Union Square, San Francisco. Been here all day, a lot of excitement, a lot of buzz, some great keynotes including Ray Kurzweil checking in, which was really a cool thing. We're excited to have our next guest, she's Rachel Obstler, she's a VP of products for PagerDuty. She's the one responsible for delivering all this fun new, fun new toys, right? >> Did it all on my own. (laughs) >> All on your own, so Rachel, great to see you. >> Nice to see you, too, Jeff. >> Absolutely, so great event, we were talking, you know, our second year. Last year was cool, it was kind of out by the water, but this is, you know, another kind of historic, classic San Francisco venue. We're surrounded by all the gilding and everything else-- >> Yes. >> Tech companies with all their displays. >> Yeah, there are not a lot of spaces that are big enough to do an event like this-- >> Right. >> In San Francisco proper unless you're going full-on Moscone Center, so... (chuckles) >> You'll be there soon enough, I think. >> Maybe. (laughs) >> So, let's get into it, you announced a bunch of new products here over the last couple days, so what did, let's go through some of those announcements. >> Sure, so we announced two new products. One of them is PagerDuty Visibility, and PagerDuty Visibility is really designed for the person that we call the bow-tie knot in the organization. >> The bow-tie knot. >> The bow-tie knot, so you know, you have a bow-tie, a bow-tie and there's a little knot in the middle-- >> Right. >> So, the bow-tie knot is usually an engineering leader, it's someone who when there's a problem happening, an incident going on, that they're kind of coordinating between keeping track of what's going on on the ground with the responders actually trying to fix it, and telling all the stakeholders what is going on, because stakeholders don't understand things like the server XXX has some problem, right? >> Right, right. >> But at the same time you don't want those executives getting on a call and disrupting the responders who are actually busy working on the issue. >> Right, right. >> So, that person in the bow-tie knot has a lot of manual work to do to make sure they're translating constantly between what's going on and what the executives need to know, and they need to know because if there's an issue with a customer application you want to get in front of it. You want to be able to proactively tell your support team if tickets come in this is what you say. >> Right. >> You want to maybe even send an email to your customers, "We know there's an issue." Update your status page, "We're working on it." You know, tell them as much as you can. It gives them confidence that it's being taken care of. >> Right, so this gives them kind of the God view of all the things that the team is working on in terms of getting resolution to that problem. >> Yeah, it ties the technical services, which are the things that are jargon and gobbledygook, except for the people working on them-- >> Right. >> To what are business services, which are those customer applications that the executives understand and the customers understand, so with that tie you know when a technical service is impacting a customer application, which one it's impacting, and you can also let the right people know who are responsible for that customer application, what they need to know so they can let the customers know. >> Right, so what happened before without having kind of a central place to manage that communication and that visibility? >> That bow-tie knot person did this all manually. >> Just running around gathering facts and figures-- >> Yep. >> And status and updates-- >> Yep, and then-- >> From various points on the compass. >> And then fielding phone calls with people, yelling at them-- >> Right, right. >> And it's a very painful, you know, we talked to a lot of customers. It's a very painful position to be in. >> Right, well that's a good one, and then you have another one, PagerDuty Analytics. >> Yes, so PagerDuty Analytics is really a product more used during peacetime, so Visibility's used during wartime to make sure responders know which customer applications are being impacted, but during peacetime there's a number of operational analytics that you want to know about all the realtime work that you're doing. So, some examples are I had a set of engineers that were on call last week, was it a bad on call? How many times were they woken in the middle of the night, do I need to give someone a day off? Right, so to make sure you manage the health of your team. You may also want to know which of my technical services is causing the most pain for the business, so that might be a monthly or quarterly report, doing like a quarterly business review. So, which technical services do I need to invest in because even a technical service that may not be down that much, if it's impacting multiple critical customer applications it could be causing your business a lot of money. >> Right, right. >> You also may want to know what's your total time that you're spending resolving issues, right? So, how many hours are across all your employees? Are you spending, just reacting to realtime issues that may happen and is that too much? >> Right, and if you can't measure it you can't manage it, right? >> Exactly. >> And it's funny because pulling from Jen's keynote earlier today, I think she talked about, the number was 3.6 billion incidents that have gone through the system just in year-to-date 2018. >> Yep. >> So, the scale is massive. >> Yep. >> But you guys are bringing some artificial intelligence, you're bringing some machine learning to bear because you have to, right? >> That's right. >> This gets way beyond the scope of a person being able to really prioritize and figure out what's a signal, what's a noise, what do they have to really focus on. >> That's exactly right, so in June we launched a product called Event Intelligence, and what it does is it takes in all those signals that PagerDuty takes into the system and then it makes sense of them. So, it says, "Well, these things are related, "let's group them together," so as each new signal comes in it won't create a new incident that someone then needs to run down. It will put it in the existing incident, so the responder keeps getting all the context they need about the incident, but they don't keep getting notified while they're trying to concentrate and fix something. >> (chuckles) They must love you guys, they must love you guys. (laughs) So, then the other piece I found interesting and I think some might find a little confusing is all the number of integrations you guys have-- >> Mm-hm. >> With so many different kind of workflow management and monitoring and a lot of things. How does that work, how does that kind of... I would imagine there's some, you know, competition, cooperation with all these different applications, but as Jen said earlier today if that's what the customer wants that's what you guys got to deliver. >> That's right, and you know, this is a complex ecosystem, there are a lot of different tools in the ecosystem. Naturally, as companies get bigger there will be areas of overlap, but we very strongly believe in an open ecosystem. We want to interoperate with every product that's out there, so we do have a lot of different integrations. We have a lot of integrations with companies where we take data in, so monitoring data that tells you, "Hey, your server's down," or whatever else it is-- >> Right. >> But we also have a lot of integrations with, like, ticketing tools, tools that will, or a customer file's a ticket, so that, you know, you can have the information, this is what's going on in the engineering side right now so the customer support team can stay informed. >> Right. >> And also managing through workflow, a lot of companies use like an ITSM tool to manage through workflows, so integrating with them, integrating with chat tools. We integrate with Slack, you know, so there's a lot of different integrations because you want to make sure that resolving an incident is the smoothest, easiest process it can possibly be because it's stressful enough already. >> Right, right, so a lot of stuff going on here. So, as you look forward don't, you know, congratulations on getting a couple of products out today, but what are some of your priorities as you kind of look at the roadmap, you know, kind of where you guys have things covered. Where do you see some new opportunities to take, you know, some of the tools that you guys have built? >> Yeah, we see a big opportunity in that world of Event Intelligence, so we already have a product but we're going to continue to add more capabilities to it and continue to take advantage of the data in our platform. So, surfacing that data in more intelligent ways through Event Intelligence could also be through Analytics, so for instance, you know, we today can group things together intelligently, we can show you similar incidents, right? This incident looked like something that happened in the past. Well, next maybe we can say, "This looks like something that happened in the past, "and oh, gee, that got really bad. "You might want to pay special attention "because this one may get bad, too." >> Right. >> So, starting to get more predictive, really making sense of all the data that you have from the past history, our 10,500 customers over nine years. It's a lot of data that we can use to help people get more and more efficient with their realtime work. >> Right, and is there an opportunity to kind of use cross-customer data, not, you know, obviously you've got to anonymize it and all those types of issues, but clearly, you know, there's stuff that has happened to other companies that I could probably, you know, benefit in knowing that information around some, you know, some common attributes either around a particular type of infrastructure configuration or whatever. So, have you started to pull that and bake that back into some of the recommendations or... >> Yeah, so one area that we do have available as some data today is benchmarking, so without, as you said, sharing any specific customer data it's very helpful for customers to understand first of all how their individual teams are performing versus their teams, but then also how their teams are performing against the industry. >> Right. >> So, are we fast at responding to incidents? What does best in class look like? How quickly could you actually mobilize a response to a major incident? This is like great data for our customers to have as they move forward in their digital transformation. >> Right, hugely, hugely important. >> Mm-hm. >> So, last word, you said you've, you know, you're relatively new to the company but you're a wily old veteran because you guys are growing so fast. (laughs) Just love to get your impressions. It's your second PagerDuty Summit, you know, kind of the vibe, I think Jen's got a really, very positive and very specific kind of a leadership style. >> Mm-hm. >> Just share your impressions with the show and what's going on inside of PagerDuty. >> It's been great, I've loved every moment that I've worked there. I feel like we're doing things that are really innovative and we're always pushing the envelope trying to go faster and faster, so I'm really excited for the next year. >> Good. >> Can't wait to see what the next Summit looks like. (laughs) >> Yeah, what it's going to look like. Yeah, probably be like 2,000-- >> We're not even done with this one yet. (laughs) >> 2,000 people, I'm sure, all right. Yeah, but the Advanced Planning Committee's already taking notes, right? >> Yeah, right. (laughs) >> All right, well Rachel, thank you for taking a few minutes and congratulations on your product release. I'm sure there were many sleepless nights over the last several months to get that stuff out. >> Thank you, Jeff, great to be here. >> All right, she's Rachel, I'm Jeff. You're watching theCUBE, we're at PagerDuty Summit in San Francisco, thanks for watching. (techy music)