How Mishandled IT Incidents Spiral Out of Control

How Mishandled IT Incidents Spiral Out of Control

DowntimeDowntime

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 MeansIneffective 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 ApproachPassive Approach

12% said their organization waits for customers or users to complain before notifying IT about an issue.

MIAMIA

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 IncidentsMost 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 StateInsecure State

One out of 10 survey respondents said their organization experienced a denial-of-service attack within the past year.

Unfortunate Outcomes, Part IUnfortunate 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 IIUnfortunate Outcomes, Part II

64% said these incidents have caused personal stress or increased workloads.

Far-FlungFar-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 ResolutionMost 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%

Dennis McCafferty
Dennis McCafferty is a contributor to CIO Insight. He covers topics such as IT leadership, IT strategy, collaboration, and IT for businesses.

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