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BizReport : Ecommerce archives : December 09, 2015

Report: Business response to IT incidents remains struggle

Down websites, improperly loading pages and email outages are still a very real struggle for online businesses. That's the takeaway from the new Dimensional Research report Major Incident Management Trends 2016.

by Kristina Knight

xMatters commissioned the report.

According to the research most (60%) of large businesses experience outages monthly. They further found only about half of the 90% of business who have experiences major IT events have a team dedicated to handling these events. Researchers also found that only about 66% of IT departments have time-based resolution goals for outages, and that most (75%) exceed those targets.

"At long last, IT departments and business leaders are on the same page when it comes to recognizing the severity of business impact during a major incident and the importance of solving disruptions as quickly as possible," said David Gehringer, principal at Dimensional Research and author of the study. "However, they're unfortunately falling far short of their goals of solving problems on time and in an efficient manner, often due to poor alerting and communications management."

"The survey findings show both enterprise IT teams and business leaders have come to grips with the occurrence of major incidents and IT outages, but insist on effective communications. In terms of business stakeholder frustration, we found that lack of effective communication trumps occurrence of incidents in the first place," said Randi Barshack, CMO of xMatters. "xMatters provides a modern intelligent communications and alerting technology that today's market needs to be successful and quickly resolve critical IT and business disruptions."

Other interesting findings from the report include:

• 85% of respondents report issue resolution would be faster if response systems included mobile notifications
• 91% said 'poor incident communication' increased the downtime
• 87% say guaranteed alert delivery would help resolution time

Tags: Dimensional Research, ecommerce, internet trends, IT struggles, IT trends, xMatters

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