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Major Incident Management Trends: 2016 Survey Report

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Dimensional Research surveyed more than 400 IT professionals for this survey. IT and business leaders within individual companies are mostly aligned on what constitutes major incidents and how to resolve them. However, standard definitions and processes are lacking between companies and across industries. Without these standards, IT departments lack benchmarks and best practices to help drive improvements. In this report we put the results of the latest survey in context for better analysis.

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  • A very interesting and enlightening survey. Here's a link to an article which talks about the integration benefits of agile methodology into ITSM incident management process. http://bit.ly/2cOzc3R
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Major Incident Management Trends: 2016 Survey Report

  1. 1. Confidential and Proprietary MAJOR INCIDENT MANAGEMENT TRENDS 2016 Survey Report
  2. 2. About the Survey Dimensional Research surveyed more than 400 IT professionals for this survey. IT and business leaders within individual companies are mostly aligned on what constitutes major incidents and how to resolve them. However, standard definitions and processes are lacking between companies and across industries. Without these standards, IT departments lack benchmarks and best practices to help drive improvements. In this report we put the results of the latest survey in context for better analysis. About Dimensional Research Dimensional Research® provides practical marketing research to technology companies with expert researchers. For more information visit www.dimensionalresearch.com. Confidential and Proprietary 28/31/16
  3. 3. About the Survey Confidential and Proprietary 38/31/16
  4. 4. About the Survey Confidential and Proprietary 48/31/16
  5. 5. About the Survey Confidential and Proprietary 58/31/16
  6. 6. Confidential and Proprietary 68/31/16 Does your company have a Major Incident Management Team? 52% 48% YES NO
  7. 7. Confidential and Proprietary 78/31/16 How many employees have Major Incident Management as a full- time role? 56% 02% 09% 07% 19% 07% 0 1 2 3 4 5+
  8. 8. How many major incidents to do you experience? Confidential and Proprietary 88/31/16 All companies At Least Several Times a Year – 68% Once a Year or Less – 32% Companies with fewer than 5,000 employees At Least Several Times a Year – 61% Once a Year or Less – 39% Companies with at least 5,000 employees At Least Several Times a Year – 95% Once a Year or Less – 5%
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  10. 10. What is your target resolution time for major incidents? Confidential and Proprietary 108/31/16 <15 minutes 15 - 30 minutes 30 - 60 minutes 60 - 90 minutes >90 minutes 07% 17% 29% 29% 19%
  11. 11. How do you communicate to your incident resolvers during a major incident? Confidential and Proprietary 118/31/16 Other 02% Manually 49% Automated communication solution 49%
  12. 12. Confidential and Proprietary 128/31/16 Does business application downtime have a significant impact on revenue? 82% 18% YES NO
  13. 13. Confidential and Proprietary 138/31/16 Are business stakeholders and management OK with being uninformed during major incidents? 13% YES 87% NO
  14. 14. Confidential and Proprietary 148/31/16 What is more frustrating to the business, the occurrence of a major incident or the lack of communication? 44% The occurrence 56% Lack of timely communication
  15. 15. Confidential and Proprietary
  16. 16. CHART SECTION Confidential and Proprietary 168/31/16
  17. 17. 81% 77% 61% 55% 53% 50% 38% 32% 29% Length of outage Customer impact Employee impact Specific services or apps affected Executive management becomes involved Number of services or apps affected SLA is exceeded Performance threshold surpassed Number of calls to the call center Numerous Factors Determine When an Incident Becomes a Major Incident Confidential and Proprietary 178/31/16 For your company what factors determine whether an incident is classified as a Major Incident?
  18. 18. Only 52% of Companies Have a Major Incident Team Confidential and Proprietary 188/31/16 Does your company have a Major Incident Management team? 52% 48% YES NO
  19. 19. 52% 41% 52% 67% 67% 48% 59% 48% 33% 33% All 500 - 1,000 1,000 - 5,000 5,000 - 10,000 More than 10,000 YES NO Company Size vs. Major Incident Team Y/N Confidential and Proprietary 198/31/16 Does your company have a Major Incident Management team?
  20. 20. 56% 44% 35% 29% 24% IT Operations IT Executive It varies by the incident type It depends who is available at the time IT service desk In the Absence of Dedicated Team Various Roles Lead the Major Incident Response Confidential and Proprietary 208/31/16 For those members of the Major Incident Management team, how many have this as a full time role?
  21. 21. 56% 2% 9% 7% 19% 7% None, they have other responsibilities beyond incident response 1 2 3 4 More than 5 Only 44% of Companies Staff Major Incident Teams with Dedicated Personnel Confidential and Proprietary 218/31/16 For those members of the Major Incident Management team, how many have this as a full time role?
  22. 22. 56% 2% 9% 7% 19% 7% 88% 0% 6% 0% 6% 0% 48% 4% 9% 9% 26% 4% 20% 0% 20% 20% 40% 0% 40% 0% 10% 10% 10% 30% None, they have other responsibilities beyond incident response 1 2 3 4 More than 5 Company Size vs. MIM Team Being a Full-Time Role Confidential and Proprietary 228/31/16
  23. 23. 64% Have Target Resolution Times Confidential and Proprietary 238/31/16 Are there specified target times to resolve a Major Incident? 64% 36% YES NO
  24. 24. 7% 17% 29% 29% 19% Less than 15 minutes 15 - 30 minutes 30 - 60 minutes 60-90 minutes Longer than 90 minutes Wide Range of Resolution Target Times for Major Incidents Confidential and Proprietary 248/31/16 How fast are the target times to resolve a Major Incident?
  25. 25. 76% Frequently Miss Target Resolution Times Confidential and Proprietary 258/31/16 How often are resolution targets missed? 13% 63% 23% 1% Most of the time Some of the time Rarely Never
  26. 26. 1% 12% 13% 42% 18% 13% 1%0% 14% 24% 85% 40% 35% 3% 13% 62% 34% 72% 12% 0% 0% Daily Weekly Monthly Several times a year Yearly Fewer than once a year Never All 500 - 5,000 More than - 5,000 Company Size vs. # of Major Incidents Confidential and Proprietary 268/31/16
  27. 27. Less Than Half Use an Automated Communications Platform For Notification Confidential and Proprietary 278/31/16 How are IT team members notified in the case of a major incident? 49% 49% 2% We use an automated communications solution Team mambers are manually contacted Other
  28. 28. Almost Half of Companies Use Mass Notifications for Major Incidents Confidential and Proprietary 288/31/16 Which best describes your company’s notification process for a major incident? 40% 45% 15% A mass notification is sent to everyone in IT An issue specific notification is sent only to select teams Specific individuals are contacted
  29. 29. 82% Confirmed Downtime Equals Revenue Risk Confidential and Proprietary 298/31/16 For your company, does business application downtime have a significant impact on revenue? 82% 18% YES NO
  30. 30. 82% Say IT and Business are Aligned Confidential and Proprietary 308/31/16 In your opinion are the IT teams and the business aligned on what constitutes a Major Incident? 82% 18% YES NO
  31. 31. 98% 95% 52% 42% Service outage Security breach Intermittent service availability Performance degradation Outages and Security Breaches Are Major Incidents, as is Basic Service Interruptions Confidential and Proprietary 318/31/16 For your company which of the following are considered Major Incidents?
  32. 32. 87% Stated The Business Must Be Informed During Major Incidents Confidential and Proprietary 328/31/16 Are business stakeholders and management OK with being kept completely in the dark until Major Incident is fully resolved? 13% 87% Yes, the business is willing to patiently wait No, the business demands regular status updates
  33. 33. Businesses are More Frustrated about Lack of Information Than the Actual Incident Confidential and Proprietary 338/31/16 56% 44% Lack of timely communication during the Major Incident The occurance of a Major Incident In your experience which of the following is more frustrating to the business stakeholders?
  34. 34. Whitepaper: 2016 Major Incident Management Trends Webinar: Results of the 2016 Major Incident Management Trends Survey Infographic: How IT organizations handle major incidents Demo: Personalized Major Incident Management Demo (Optional) Confidential and Proprietary Download the trends toolkit now to gain access to these great assets:
  35. 35. THANK YOU 358/31/16 Confidential and Proprietary

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