Businesses Lack IT Support to Handle Incidents
The xMatters and Dimensional survey also found that nearly 60 percent of large organizations experience a major IT outage at least monthly.While 90 percent of large businesses report experiencing major IT incidents throughout the year, only about half have a team dedicated to handling such occurrences, according to an xMatters survey of 400 IT professionals. The report, conducted by Dimensional Research, found nearly two-thirds of IT departments have target resolution times when an outage occurs, but three-quarters of them routinely exceed their target times. The survey also found that nearly 60 percent of large organizations experience a major IT outage at least monthly. "Given the diversity in digital infrastructures, we find that the first thing businesses often need to do when an major incident occurs is get a conference call going with representatives from multiple departments, groups and supporting vendors," Randi Barshack, chief marketing officer of xMatters, told eWEEK. "This alone can take hours because companies, despite having the most modern supporting systems and monitoring, still use manual operators to organize these calls and reach out to the appropriate representatives. As a result, enormous amounts of time are wasted on simple communications that can be easily automated."
Barshack noted the fact that more business stakeholders (56 percent) are frustrated by a lack of timely communications during a major incident than the actual incident itself was interesting insight.