How Mishandled IT Incidents Spiral Out of Control
Downtime
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.
Ineffective Means
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.
Passive Approach
12% said their organization waits for customers or users to complain before notifying IT about an issue.
MIA
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.
Most Common Types of IT Incidents
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%
Insecure State
One out of 10 survey respondents said their organization experienced a denial-of-service attack within the past year.
Unfortunate Outcomes, Part I
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.
Unfortunate Outcomes, Part II
64% said these incidents have caused personal stress or increased workloads.
Far-Flung
More than one-third said their IT incident response team members are located in multiple locations or time zones.
Most Likely Tech Employees to Participate in Large-Scale IT Incident Resolution
Network admins: 92%, Critical incident managers: 83%, Information security teams: 84%, Database operators: 82%, Systems engineers: 77%
