How Mishandled IT Incidents Spiral Out of Control

By Dennis McCafferty  |  Posted 03-23-2015 Email

Organizations deal with literally hundreds of IT incidents every year, with each one consuming a considerable share of the tech department's time, according to a survey from Everbridge. The report, titled "Current Trends and Concerns in IT Communication," indicates that these incidents include hardware failure, app outages, data center outages/performance issues and lost connectivity. They can prove costly, with consequences such as increased stress, customer dissatisfaction and lost business. To address the issues, organizations must take a more proactive approach toward the detection, prevention and resolution of these problems. The vast majority of companies still rely on manual phone calls to notify IT when something is wrong, and a number of them still simply wait for customers or users to complain before notifying the tech department about an issue. Given this, it should come as no surprise that few organizations are fully satisfied with their notification and activation process for incident response. More than 200 individuals responsible for IT operations took part in the research.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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