Incident response
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.