Time-critical, Unplanned Work Causes Major Disruption to Business: New Report Shows Escalating Cost of Outages and Downtime
10 März 2020 - 1:00PM
Business Wire
Nearly half of North American companies fail to
detect major issues before customers are impacted
Time-critical, unplanned work caused by IT disruptions continues
to plague enterprises around the world, leading to lost revenue,
significant employee morale problems and missed opportunities to
innovate. In fact, more than 81% of respondents agreed that urgent,
unplanned work keeps their company from focusing on key objectives.
These are just some of the key findings from a study of more than
500 IT professionals released today by PagerDuty, Inc. (NYSE:PD), a
global leader in digital operations management.
The global study, conducted by Dimensional Research, also found
that almost half of participants said their organizations
experience major technology issues at least once a month. In
addition, 40% of North American respondents said their issue
resolution process is entirely manual, and customers worldwide are
discovering major issues before tech teams become aware.
“Today, every company is a software company with customer
experience determining your success. Delays, outages or any form of
downtime are unacceptable and redirect teams away from innovation
projects. The downside of this is lost productivity, revenue and
brand equity,” said Jonathan Rende, SVP of Product at PagerDuty.
“Compounding the situation is the fact that ensuring a perfect
customer experience is very difficult. Complicated ecosystems, lack
of time and resources and changing consumer behaviors create huge
complexity for developer and IT teams. It’s very difficult to plan
for every possible situation that could arise which means many
companies are on the back foot when something needs urgent
attention.”
One of the most striking findings in the report shows that 62%
of IT professionals in North America spend more than 100 hours each
year on disruptive, unplanned work. “Based on the average IT team
size of six to eight people for a mid-market company, you’re
looking at nearly two days a week spent on firefighting and dealing
with time-critical unplanned work. This leaves little time for
innovation or working on the projects that matter,
consistently.”
Unplanned work also surfaced as a major factor in employee
unhappiness, particularly in North America. While nearly one in
every five employees worldwide said they would leave their
positions as a result, nearly three-quarters (72%) of North
American respondents said unplanned work impacts their work-life
balance, compared to 55% in APJ and 49% in EMEA.
“Unplanned, time-critical work is unavoidable. How you prepare
for it makes a huge difference. You need to take an automated
approach so that when unplanned work arises you can bring together
the right people with the right information in real-time. This is
what allows identifying and resolving issues in minutes and
seconds, not hours. It also means your teams are freed up to focus
on innovation and fueling your company’s competitive edge,”
concludes Rende.
For more information about the State of Unplanned Work Report
download the summary and reports here:
- Report summary
- Global report
- EMEA report
- APJ report
About the study
IT and business professionals responsible for planning,
responding or resolving major technology issues were invited to
participate. The survey was administered electronically, and
participants were offered a token compensation for their
participation. A total of 509 participants from all five continents
who are responsible for technology issue response and resolution
completed the survey.
About Dimensional Research
Dimensional Research provides practical marketing research to
help technology companies make smarter business decisions. Our
researchers are experts in technology and understand how corporate
IT organizations operate. Our qualitative research services deliver
a clear understanding of customer and market dynamics. For more
information, visit www.dimensionalresearch.com.
About PagerDuty, Inc.
PagerDuty, Inc. (NYSE:PD) is a leader in digital operations
management. In an always-on world, organizations of all sizes trust
PagerDuty to help them deliver a perfect digital experience to
their customers, every time. Teams use PagerDuty to identify issues
and opportunities in real time and bring together the right people
to fix problems faster and prevent them in the future. Notable
customers including GE, Vodafone, Box, and American Eagle
Outfitters. To learn more and try PagerDuty for free, visit
www.pagerduty.com. Follow our blog and connect with us on Twitter,
LinkedIn, YouTube and Facebook.
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version on businesswire.com: https://www.businesswire.com/news/home/20200310005309/en/
Frances Ward Director of Communications (650) 766 6718
fward@pagerduty.com
Source: PagerDuty
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