Why IT Must Respond More Rapidly to Tech Issues

 
 
By Dennis McCafferty  |  Posted 04-06-2015 Email
 
 
 
 
 
 
 
 
 
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    Indispensable Asset
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    Indispensable Asset

    80% of front-line professionals and IT execs surveyed said the loss of digital data has more impact than that of buildings, vehicles or goods.
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    Short Window
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    Short Window

    45% of those surveyed said their business is impacted if IT is down just 15 minutes or less, and 28% said business is impacted within just five minutes or less.
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    Down Time
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    Down Time

    60% said it takes 15 minutes or more to simply identify the right individual to respond to a tech issue, and 29% said it takes at least one hour.
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    Critical Moment
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    Critical Moment

    77% of tech professionals said they've been told that IT is too slow to resolve key issues that are impacting business.
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    Broken Dialogue
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    Broken Dialogue

    91% said poor incident communication increases the downtime.
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    MIA
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    MIA

    41% of these IT pros admit that they've ignored a call or message regarding a tech issue that they should have responded to.
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    Personal Touch
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    Personal Touch

    81% said they'd be more inclined to respond to an IT call or message if the alert was sent solely to them, as opposed to alert systems that send spam email to large numbers of tech team members.
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    Instant Connection
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    Instant Connection

    85% said they'd be able to accelerate issue resolution if an IT alert message had a "single click" option to initiate a conference call with the needed parties.
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    Most Inconvenient Places/Times Tech Pros Have Been Contacted for an Emergency Alert
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    Most Inconvenient Places/Times Tech Pros Have Been Contacted for an Emergency Alert

    "At a funeral." "During the birth of our child." "Camping, I was three hours away from a computer."
 

The vast majority of tech professionals revealed they've been told that IT responds too slowly to solve key issues, according to a recent survey from xMatters. The report, titled "Business Impact of IT Incident Communications," indicates that a significant share of both front-line professionals and IT execs feel that business is impacted if IT is down for just 15 minutes or less. But the majority of those surveyed said it takes 15 minutes to simply find the right tech employee to respond to an issue-before the problem can even get addressed. It would help, tech employees said, if their alert systems allowed for swifter, more streamlined communications. "IT's role has expanded significantly over the years, and IT professionals remain willing to do even more," according to the report. "But that growing role puts even more emphasis on IT's ability to respond quickly and effectively to issues. Fast issue remediation will require that the right people be contacted efficiently based on availability and expertise." More than 300 global front-line professionals and IT execs took part in the research, which was conducted by Dimensional Research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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