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COVID-19 Increases Demand for Digital Services and Puts Pressure On IT Professionals

Tobias Dunn-Krahn
xMatters

One byproduct of COVID-19-imposed stay-at-home mandates is an unprecedented reliance on digital services for everything from grocery shopping and food delivery to video conferencing and workflow automation. And it's impacting both consumers of those digital services and the IT operations professionals responsible for delivering them.

To get greater insight into how this mass migration from analog to virtual services is impacting users and IT teams, xMatters surveyed 300 consumers and 300 IT professionals, including DevOps teams, ITOps teams, site reliability engineers, and developers in companies of over 500 employees.

Seventy-five percent of the technology professionals said they have the right products and processes to support the increased adoption of digital services. But wait, 54% of consumers reported unsatisfactory experiences with digital services, ranging from poor application performance to a complete crash.

A staggering 90% of consumers are using digital services. It's no surprise that over 80% are using them more today than ever, but ITOps teams can't just wait for things to return to "normal." That's because more than 80% of consumers plan to continue using digital services at this rate even after the stay-at-home era has passed.

Just what technology teams need: more pressure.

Technology teams are working under extreme pressure professionally and personally. Many companies were already planning or in the early stages of their digital transformations, and COVID-19 mandates are causing that work to fast-forward.

Per the survey, accelerated digital transformation means ITOps is managing more data and learning new technologies (automation, orchestration, cloud). Due to the combination of these factors, 36% of IT pros say they want a better understanding of incident management and resolution best practices.

For IT teams the challenges don't stop there. Almost 80% of respondents say privacy and security is also an even greater focus due to the remote work environment.

All this sudden change is taking a human toll. Fifty percent of IT Operations professionals are working increased hours and are experiencing a diminished work-life balance. Another 38% are working the same number of hours, but their workdays are starting earlier, ending later, or are just different.

Tobias Dunn-Krahn is CTO of xMatters

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COVID-19 Increases Demand for Digital Services and Puts Pressure On IT Professionals

Tobias Dunn-Krahn
xMatters

One byproduct of COVID-19-imposed stay-at-home mandates is an unprecedented reliance on digital services for everything from grocery shopping and food delivery to video conferencing and workflow automation. And it's impacting both consumers of those digital services and the IT operations professionals responsible for delivering them.

To get greater insight into how this mass migration from analog to virtual services is impacting users and IT teams, xMatters surveyed 300 consumers and 300 IT professionals, including DevOps teams, ITOps teams, site reliability engineers, and developers in companies of over 500 employees.

Seventy-five percent of the technology professionals said they have the right products and processes to support the increased adoption of digital services. But wait, 54% of consumers reported unsatisfactory experiences with digital services, ranging from poor application performance to a complete crash.

A staggering 90% of consumers are using digital services. It's no surprise that over 80% are using them more today than ever, but ITOps teams can't just wait for things to return to "normal." That's because more than 80% of consumers plan to continue using digital services at this rate even after the stay-at-home era has passed.

Just what technology teams need: more pressure.

Technology teams are working under extreme pressure professionally and personally. Many companies were already planning or in the early stages of their digital transformations, and COVID-19 mandates are causing that work to fast-forward.

Per the survey, accelerated digital transformation means ITOps is managing more data and learning new technologies (automation, orchestration, cloud). Due to the combination of these factors, 36% of IT pros say they want a better understanding of incident management and resolution best practices.

For IT teams the challenges don't stop there. Almost 80% of respondents say privacy and security is also an even greater focus due to the remote work environment.

All this sudden change is taking a human toll. Fifty percent of IT Operations professionals are working increased hours and are experiencing a diminished work-life balance. Another 38% are working the same number of hours, but their workdays are starting earlier, ending later, or are just different.

Tobias Dunn-Krahn is CTO of xMatters

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In MEAN TIME TO INSIGHT Episode 24, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses network observability tool sprawl ... 

In cloud-native systems, scaling is often as simple as moving a slider. For on-premise databases, the stakes are different. Over-provisioning hardware is expensive. Under-provisioning leads to performance bottlenecks that are difficult to fix once the equipment is in the rack ...

When most people think about cybersecurity, they picture firewalls, encryption, and access controls — technical tools designed to protect systems and data. But beneath the technology lies a deeper set of principles about trust, decision-making, and resilience ... The best leaders don't eliminate risk. They manage it intelligently. And in many ways, cybersecurity offers a surprisingly useful playbook for doing exactly that ...

Many organizations assumed their infrastructure strategy was settled. It had been implemented, optimized and built into long-term plans. Recent changes in technology and vendor consolidation are forcing a second look. Cloud outages and licensing changes have exposed how much dependency exists on a small number of platforms. As a result, organizations are reevaluating whether those decisions still hold up under current conditions ...

Edge AI is strategically embedded in core IT and infrastructure spending across industries, according to the 2026 Edge AI Survey from ZEDEDA. The research shows that 83% of C-suite and IT executive respondents say edge AI is important to their core business strategy ...

As AI adoption accelerates, operational complexity — not model intelligence — is becoming the primary barrier to reliable AI at scale, according to the State of AI Engineering 2026 from Datadog ... The report highlights a compounding complexity challenge as AI systems scale ... Around 5% of AI model requests fail in production, with nearly 60% of those failures caused by capacity limits ...

For years, production operations teams have treated alert fatigue as a quality-of-life problem: something that makes on-call rotations miserable but isn't considered a direct contributor to outages. That framing doesn't capture how these systems fail, and we now have data to show why. More importantly, it's now clear alert fatigue is a symptom of a deeper issue: production systems have outgrown the current operational approaches ...

I was on a customer call last fall when an enterprise architect said something I haven't been able to shake. Her team had just spent four months trying to swap one AI vendor for another. The original plan said three weeks. "We didn't switch vendors," she told me. "We rebuilt half our integrations and discovered what we'd actually been depending on." Most enterprise leaders don't expect that to be the experience ...

Ask any senior SRE or platform engineer what keeps them up at night, and the answer probably isn't the monitoring tool — it's the data feeding it. The proliferation of APM, observability, and AIOps platforms has created a telemetry sprawl problem that most teams manage reactively rather than architect proactively. Metrics are going to one platform. Traces routed somewhere else. Logs duplicated across multiple backends because nobody wants to be caught without them when something breaks. Every redundant stream costs money ...

80% of respondents agree that the IT role is shifting from operators to orchestrators, according to the 2026 IT Trends Report: The Human Side of Autonomous IT from SolarWinds ...