How Mishandled IT Incidents Spiral Out of Control
Survey respondents said their organization experienced an average of 150 IT incidents within the last year, each taking an average of 2.25 hours to resolve.
78% of respondents said their organization still relies on manual phone calls to notify IT when an incident occurs, and just 16% are fully satisfied with their company’s current notification/activation process for incident response.
12% said their organization waits for customers or users to complain before notifying IT about an issue.
34% said it’s challenging to find the right on-call person when an issue surfaces, and 93% said there are times when the person or team assigned to an incident does not respond.
Hardware failure: 55%, Individual application outage: 54%, Data center network outage: 52%, Lost connectivity among sites or regional offices: 50%, Data center network performance issues: 39%
One out of 10 survey respondents said their organization experienced a denial-of-service attack within the past year.
More than two out of five said their company encountered decreased customer satisfaction as a result of IT incidents, and one out of six said these incidents have caused their organizations to lose business.
64% said these incidents have caused personal stress or increased workloads.
More than one-third said their IT incident response team members are located in multiple locations or time zones.
Network admins: 92%, Critical incident managers: 83%, Information security teams: 84%, Database operators: 82%, Systems engineers: 77%