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.

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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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