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XMATTERS SURVEYBusiness Impact of IT Incident CommunicationsMarch 2015
Confidential and Proprietary
The survey polled more than 300 IT professionals from the United States, Europe and
Mexico. Participant companies came from a mix of sizes – from large enterprises with
more than 10,000 employees to medium-sized businesses with 1,000 employees – and
from a variety of industries, including technology, financial services, manufacturing,
healthcare and more.
28/30/16 Confidential and Proprietary
For your company, approximately how many minutes of IT downtime can occur before the business is negatively impacted?
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17%
11%
17%
29%
16%
6%4%
Zero, our business is instantly affected by
downtime
1–5minutes
6–15minutes
15–60minutes
1–3hours
3–6hours
More than 6 hours
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45%of IT professionals reported their business
down just 15 minutes or lessis impacted if IT is
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of respondents said it takes that same 15
minutes or more just to identify the right
individual to respond to an issue
HOLY DISRUPTION!P1 ISSUE. ARE YOU
AVAILABLE?
60%
When IT issues arise, approximately how long does it take to determine who the right individual is to resolve the issue, contact them, and have them respond?
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6%
34%37%
16%
5%2%
Our process isinstantaneous
1–15minutes
15–60minutes
1–3hours
3–6hours
More than 6 hours
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acknowledged that the business thinks IT is
too slow in resolving key issues
77%
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Have you ever received feedback from business stakeholders that IT takes too long to resolve key issues?
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23%
77%
No
Yes
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17%said disruption occurs the instant
an IT outage develops
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Nearly half of the IT professionals surveyed
said it takes at least as long to identify the person as it
does to resolve the problem47%
FIND PERSON SOLVE PROBLEM
In your experience, which is harder, fixing the IT problem or finding the right person to fix the problem?
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25%
53%
22%They both take about
the same time
Solving the actual issuetakes the most time
It takes longer to find and assign the right person
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of those surveyed said poor incident communication
increases downtime91%
DID YOU GET IT?
NO I’MON PTO!
WHOHAS IT?
IT’S NOTMY JOB
I DON’TKNOW SR. MGMT
NEEDS AN UPDATE LIKE
NOW!
In your opinion, is the length of downtime increased by poor incident communication and alerting?
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9%
91%
No
Yes
In your opinion should IT provide other strategic services to the business beyond maintaining IT hardware and applications?
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10%
90%
No
Yes
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indicated IT expertise should be leveraged for
other automated systems
74%
In many businesses, equipment and systems, such as manufacturing equipment, assembly lines, delivery dispatch, internet-enabled devices and more are now computerized. Should IT’s role include running and maintaining those systems?
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26%
74%
No, IT should just be responsible for IT infrastructure and the apps running
on it
Yes, IT has experience with sophisticated systems and their expertise should be
leveraged
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of respondents said loss of digital data would have a more
significant effect on the business than loss of buildings,
vehicles or goods
80%
Which of the following would have the most significant business impact to your company?
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20%
80%
Loss of a physical assets such as buildings, vehicles, goods, etc..
Loss of digital data
In your opinion, what has more security measures protecting it?
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45%
28%
27%Physical assets such as
buildings, vehicles, goods, etc..
They are about the same
Digital data
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of the IT pros said they have ignored IT
alerts and communications
41%P3
P1
P2
P3
P2
P3
P1
P2
P2
P1
P1
P2
P2
P3
P2
P1
P1
P2
P3
P3
P1
P3
P3
P3
Have you ever ignored a call or a message regarding an IT issue that you should have responded to?
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59%41%
No
Yes
If an IT alert was sent only to you, would you be more inclined to respond to the IT call or message?
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19%
81%
No
Yes
Would you be more likely to respond to an IT alert if you knew that your boss would be notified if you failed respond?
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19%
81%
No
Yes
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said IT can offer more strategic
services to the business
90%
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87%indicated that guaranteed alert delivery
would accelerate issue resolution
HERE’S YOUR LETTER
Would issue resolution be faster if an IT alert system could guarantee the alert message was received and ensure the recipient responded?
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13%
87%
No, knowing that someone received and responded to an alert message
would not make the team more efficient.
Yes, knowing that someone received and responded to an alert message would
make resolution more efficient.
Where is the most inconvenient place you have received an IT emergency alert?
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“I was at the hospital with a family emergency”
“Middle of the night”
“At a funeral”
“Christmas”
“On a holiday”
“At Disneyland” “During birth of our child”
“While taking a shower, in bathroom or having sex”
“I was at a wedding and I was a groomsman”
“At church”
“In the outback camping, I was three hours away from a computer”
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said issue resolution would be accelerated by a response system that initiates steps with a single click on a mobile device
85%WILL JOIN
UNAVAILABLE
WE NEED YOU ON THE CONFERENCE BRIDGE RIGHT NOW FOR A MAJOR ISSUE INVOLVING ACME CORP.
If an IT alert message had the option with a single click to instantly initiate a conference call with all the right individuals, would that accelerate issue resolution?
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15%
85%
No
Yes
SURVEY METHODOLOGY
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2%
78%
12%5%
3%
Mexico, Central America or South America
United States or Canada
Europe, Middle East or Africa
Asia
Austrailia of New Zealand
39%
44%
17%
Location Role within IT
I am an IT executive
I am a front--line IT or technology professional
I manage a team of IT or technology professionals
44%
20%
36%
Company Size
More than10,000
1,000-5,000
5,000-10,000
17%
15%
13%
13%
11%
7%
6%
5%
4%
3%
2%
1%
4%
0% 2% 4% 6% 8% 10% 12% 14% 16% 18%
Technology
Financial Services
Manufacturing
Healthcare
Education
Services
Retail
Energy & Utilities
Telecommunications
Transportation
Hospitality
Non-profit
Other
SURVEY METHODOLOGYCompany Industry
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THANK YOU
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