How Major Tech Incidents Burden IT—and Business

 
 
By Dennis McCafferty  |  Posted 01-12-2016 Email
 
 
 
 
 
 
 
 
 
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    How Major Tech Incidents Burden IT—and Business
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    How Major Tech Incidents Burden IT—and Business

    Companies contend with several major IT incidents throughout the year, and 60% of survey respondents say this happens at least once per month.
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    Shared Burden
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    Shared Burden

    90% of survey respondents say their companies have experienced at least several major IT incidents throughout the year, and 60% say this happens no less than every month.
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    Sales Snag
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    Sales Snag

    82% say business app downtime makes a significant impact on revenues.
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    Under Staffed, Part I
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    Under Staffed, Part I

    Only 52% say their organizations have a major incident team.
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    Under Staffed, Part II
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    Under Staffed, Part II

    Just 44% of companies with major incident teams staff them with dedicated personnel.
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    In the Loop
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    In the Loop

    87% say they must provide business with regular status updates during an incident.
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    Agreeable Terms
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    Agreeable Terms

    82% say IT and business are aligned about what constitutes a major incident.
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    What Constitutes a
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    What Constitutes a "Major" Incident

    Customer impact: 77%, Employee impact: 61%, Specific services or apps affected: 55%, Whether executive management gets involved: 53%
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    On the Clock
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    On the Clock

    64% say their business has designated target resolution times for major incidents, and more than half have set this time at no more than an hour.
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    Blown Deadline
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    Blown Deadline

    76% miss resolution times either "some" or "most" of the time.
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    Laborious Approach
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    Laborious Approach

    Nearly one-half still notify team members about incidents via manual means, as opposed to automated communications.
 

Most organizations deal with major tech incidents several times a year—if not once a month, according to a recent survey from xMatters. The "Major Incident Management Trends 2016" report indicates that such mishaps directly impact revenues, and, as a result, business leaders are highly involved with the incident communications process. (For the purposes of the report, incidents are defined as either security breaches, performance degradation, service outages or periods when only intermittent service is available.) Still, even with the heightened awareness about these issues, few companies are hiring employees who are specifically dedicated to incident resolution. And, when a situation actually occurs, a great deal of IT teams depend upon manual approaches to get the word out, as opposed to automated ones. "Reliance on digital infrastructures has dramatically increased the impact and frequency of major incidents," according to the report. "IT and business leaders within individual companies are mostly aligned on what constitutes major incidents and how to resolve them. However, standard definitions and processes are lacking … Without these standards, IT departments lack benchmarks and best practices to help drive improvements." More than 400 IT pros took part in the research, which was conducted by Dimensional Research.

 
 
 
 
 
Dennis McCafferty is a freelance writer for Baseline Magazine.

 
 
 
 
 
 

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