The 2016 State of IT Management Survey: Companies Still Taking 27 Minutes to Assemble an Incident Response Team
This week we shared the results of our 2016 State of IT Management survey. The research report polled 152 IT professionals to measure how often significant outages occur, how quickly their organizations can respond, and the cost of IT downtime. The results were quite revealing, and highlighted how a lack of automation can hinder the speed and quality of response to all sorts of IT outages and incidents. Key findings from the survey include: Most Companies Have an ITSM or Ticketing System:
- Over 90 percent of companies reported using an ITSM or ticketing system. The two most commonly used were ServiceNow (26 percent) and BMC Remedy (20 percent).
- 47 percent of companies experience a major IT outage or incident six times or more a year; 36 percent experience them close to monthly (11 or more times per year).
- Two thirds (66 percent) of companies have distributed IT organizations with people spread among multiple locations and multiple time zones.
- 43 percent of respondents reported that at least part of their process relies on manually calling and reaching out to people to activate the incident response team. Only 11 percent reported using an IT alerting tool to automate the process.
- The mean time to activate and assemble a response team was cited as 27 minutes. Automated solutions can reduce this response time to 5 minutes or less.
- The average cost of IT downtime was reported as $8,622 per minute.