Customer-Facing Incidents Increasing

Enterprises are experiencing a 13% year-over-year increase in customer-facing incidents, reflecting rising levels of complexity and risk as businesses drive operational transformation at scale, according to the 2024 State of Digital Operations study from PagerDuty.

Enterprise companies saw sharper increases (16%) on a higher base of incidents versus mid-market companies (8%).

With mandates to achieve top line growth while improving efficiency in an uncertain macroeconomic landscape, the majority of leaders expect to expand IT Operations budgets with a focus on mitigating risk, increasing revenue and improving resilience. Cloud and security infrastructure remain top priorities given their foundational role in businesses' digital health.

The report found that 77% of leaders plan to expand investment in cloud services and 76% intend to increase spend on cloud storage. Almost half (45%) ranked security and reducing risk among their top three business imperatives, with 29% naming this the number one priority and 73% expecting to increase security budgets. More than half of respondents say their 2024 IT Operations budgets will be higher than they were last year, while just 16% expect budgets to decrease.

Despite a significant disconnect between business and technical leaders' outlook on adoption of innovation — 81% of technical decision makers report teams are using automation more effectively than they were 12 months ago versus 47% of business decision makers — they remain aligned on pushing forward to operationalize investments in artificial intelligence in 2024.

Across participants, 71% are growing budgets for AI and machine learning and 76% are pursuing automation of IT or business operations workflows. This accelerated rate of AI adoption has potential to both increase efficiency and add strain to already stretched IT infrastructure, underscoring the importance of foundational safeguards to manage unplanned incidents.

Leaders also indicated plans to operationalize investments in artificial intelligence in 2024, with 71% looking to grow budgets for AI and machine learning and 76% pursuing automation of IT or business operations workflows. The accelerated rate of generative AI adoption has potential to add strain to already stretched IT infrastructure, underscoring the importance of safeguards to manage unplanned incidents.

Methodology: The study was based on a survey of 350 business and technical leaders across numerous industries.

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Customer-Facing Incidents Increasing

Enterprises are experiencing a 13% year-over-year increase in customer-facing incidents, reflecting rising levels of complexity and risk as businesses drive operational transformation at scale, according to the 2024 State of Digital Operations study from PagerDuty.

Enterprise companies saw sharper increases (16%) on a higher base of incidents versus mid-market companies (8%).

With mandates to achieve top line growth while improving efficiency in an uncertain macroeconomic landscape, the majority of leaders expect to expand IT Operations budgets with a focus on mitigating risk, increasing revenue and improving resilience. Cloud and security infrastructure remain top priorities given their foundational role in businesses' digital health.

The report found that 77% of leaders plan to expand investment in cloud services and 76% intend to increase spend on cloud storage. Almost half (45%) ranked security and reducing risk among their top three business imperatives, with 29% naming this the number one priority and 73% expecting to increase security budgets. More than half of respondents say their 2024 IT Operations budgets will be higher than they were last year, while just 16% expect budgets to decrease.

Despite a significant disconnect between business and technical leaders' outlook on adoption of innovation — 81% of technical decision makers report teams are using automation more effectively than they were 12 months ago versus 47% of business decision makers — they remain aligned on pushing forward to operationalize investments in artificial intelligence in 2024.

Across participants, 71% are growing budgets for AI and machine learning and 76% are pursuing automation of IT or business operations workflows. This accelerated rate of AI adoption has potential to both increase efficiency and add strain to already stretched IT infrastructure, underscoring the importance of foundational safeguards to manage unplanned incidents.

Leaders also indicated plans to operationalize investments in artificial intelligence in 2024, with 71% looking to grow budgets for AI and machine learning and 76% pursuing automation of IT or business operations workflows. The accelerated rate of generative AI adoption has potential to add strain to already stretched IT infrastructure, underscoring the importance of safeguards to manage unplanned incidents.

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Cloud adoption has accelerated, but backup strategies haven't always kept pace. Many organizations continue to rely on backup strategies that were either lifted directly from on-prem environments or use cloud-native tools in limited, DR-focused ways ... Eon uncovered a handful of critical gaps regarding how organizations approach cloud backup. To capture these prevailing winds, we gathered insights from 150+ IT and cloud leaders at the recent Google Cloud Next conference, which we've compiled into the 2025 State of Cloud Data Backup ...

Private Cloud Outlook 2025: A Definitive Cloud Reset

Private clouds are no longer playing catch-up, and public clouds are no longer the default as organizations recalibrate their cloud strategies, according to the Private Cloud Outlook 2025 report from Broadcom. More than half (53%) of survey respondents say private cloud is their top priority for deploying new workloads over the next three years, while 69% are considering workload repatriation from public to private cloud, with one-third having already done so ...

Two-Thirds of Organizations Significantly at Risk of Software Outage within Next Year

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Zero-day vulnerabilities — security flaws that are exploited before developers even know they exist — pose one of the greatest risks to modern organizations. Recently, such vulnerabilities have been discovered in well-known VPN systems like Ivanti and Fortinet, highlighting just how outdated these legacy technologies have become in defending against fast-evolving cyber threats ... To protect digital assets and remote workers in today's environment, companies need more than patchwork solutions. They need architecture that is secure by design ...

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Traditional observability requires users to leap across different platforms or tools for metrics, logs, or traces and related issues manually, which is very time-consuming, so as to reasonably ascertain the root cause. Observability 2.0 fixes this by unifying all telemetry data, logs, metrics, and traces into a single, context-rich pipeline that flows into one smart platform. But this is far from just having a bunch of additional data; this data is actionable, predictive, and tied to revenue realization ...

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