How Major Tech Incidents Burden IT—and Business

By Dennis McCafferty  |  Posted 01-12-2016 Email

Most organizations deal with major tech incidents several times a year—if not once a month, according to a recent survey from xMatters. The "Major Incident Management Trends 2016" report indicates that such mishaps directly impact revenues, and, as a result, business leaders are highly involved with the incident communications process. (For the purposes of the report, incidents are defined as either security breaches, performance degradation, service outages or periods when only intermittent service is available.) Still, even with the heightened awareness about these issues, few companies are hiring employees who are specifically dedicated to incident resolution. And, when a situation actually occurs, a great deal of IT teams depend upon manual approaches to get the word out, as opposed to automated ones. "Reliance on digital infrastructures has dramatically increased the impact and frequency of major incidents," according to the report. "IT and business leaders within individual companies are mostly aligned on what constitutes major incidents and how to resolve them. However, standard definitions and processes are lacking … Without these standards, IT departments lack benchmarks and best practices to help drive improvements." More than 400 IT pros took part in the research, which was conducted by Dimensional Research.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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