Slow Response to Incidents Points to Poor Planning
- 1 of
-
Slow Response to Incidents Points to Poor Planning
Channel providers need to beef up their communications portfolios to help their customers quickly resolve major IT incidents to reduce business disruptions. -
Incident Classification
81% of respondents said length of outage is a leading factor in determining a major IT incident. Other key factors include customer impact (77%), employee impact (61%), specific service or apps effected (55%), executive management becoming involved (53%), and the number of services or apps effected (50%). -
What Constitutes a Major IT Incident?
98% of respondents consider service outages major IT incidents, followed by security breaches (95%), intermittent service availability (52%) and performance degradation (42%). -
IT Headaches
More than 90% of large businesses report that major IT incidents occur at least several times a year, and nearly 60% report major incidents occur at least monthly. -
Lacking Leadership
Only 52% of companies have a major incident team, and only 44% staff major incident teams with dedicated personnel. -
Poor Planning
With no major incident team in place, a variety of roles lead the response, including IT operations (56%), IT executives (44%), various by incident type (35%), depends on who is available (29%) and IT service desk (24%). -
Fact of Business
76% of business stakeholders accept that major incidents are an unavoidable fact of business. -
Keeping Informed
87% said business stakeholders and management must be informed during major IT incidents. -
Missing Deadlines
64% have target resolution times, but 76% said they frequently miss those target resolution times. -
Automated Response
49% of companies use an automated communications solution to notify IT team members of a major incident. -
Mass Notifications
40% of companies send a mass notification of a major incident to everyone in IT; 45% send specific notifications to select teams and 15% contact specific individuals. -
Revenue Risk
82% of respondents said business application downtime has a significant impact on revenue. -
Aligning Definitions
82% of respondents said IT and the business are aligned on what constitutes a major incident. -
-
What Partners Need to Know About HP, Inc.
View Slideshow » -
MSPs Face Big Cybersecurity Talent Gap
View Slideshow » -
Why Tech Companies Are Eager to Invest in 5G
View Slideshow » -
The Problem With Partner Referral Programs
View Slideshow » -
Microsoft Taps Channel for Digital Business
View Slideshow » -
New Technologies Will Fuel Channel Opportunities
View Slideshow » -
Channel's Transition to the Cloud Requires More Time
View Slideshow » -
Microsoft's Cloud Channel Begins to Mature
View Slideshow » -
Defining MSPs' Goals, Challenges and Tools
View Slideshow » -
Why Metrics Matter to the Channel
View Slideshow »
-
Any IT incident that leads to a disruption in business is a top concern for enterprises. Nearly 60 percent of large companies experience a major IT outage at least monthly, but they are falling short of their goals to resolve problems on time partly due to poor planning, alerting and communications, according to a global survey of 400 IT professionals. The survey, "Major Incident Management Trends 2016," also finds that only about 50 percent have a dedicated team to resolve major IT incidents. The report, conducted by Dimensional Research and commissioned by xMatters, a provider in communications-based business processes, also cites a lack of standard processes as a key reason for their failings. More than half (56 percent) of IT pros said the lack of timely communications during a major incident was more frustrating to business stakeholders than the occurrence of a major incident. Here are key takeaways from the report that indicate why channel providers need to beef up their communications portfolios to help their customers quickly resolve major IT incidents to reduce business disruptions.
What Partners Need to Know About HP, ...
In the channel, HP, Inc. is a storied vendor that has relationships...Watch Now