For many organizations, the path to "elite client service" is often blocked by fragmented workflows and all-hands-on-deck chaos. At PagerDuty OnTour SF, we’re hosting a fireside chat with Jim Wallace, Operations Admin II at UWM, and Marty Jackson, NA Field CTO at PagerDuty, to discuss how UWM replaced manual intervention with a seamless, automated incident engine.
UWM’s journey from a small storefront to an enterprise powerhouse required a radical shift in how they handle observability. Jim will share how they integrated PagerDuty and ServiceNow to drive Automated Incident Creation (AIC). Today, monitoring alerts trigger simultaneous actions across both platforms—instantly connecting the right teams and ensuring visibility for both technical responders and business stakeholders.
A key highlight of their transformation is meeting responders where they already work: Microsoft Teams. By surfacing PagerDuty incidents directly within Teams channels, UWM has enabled its staff to acknowledge and resolve issues in real-time within a familiar interface, significantly reducing friction and accelerating MTTR.
Jim will also dive into how they’ve revolutionized their Major Incident process, moving from reactive firefighting to a data-driven approach that addresses issues before they even reach the user. If you’re looking for a practical roadmap to bridge the gap between your core operational tools, this is a session you won't want to miss.
Is your team currently integrating incident response with your chat or ITSM tools?
Join the conversation on May 13th to learn how UWM built their central communication hub.