IT Teams Resolving Incidents 63% Faster Than Before Pandemic

Learn more about PagerDuty

The COVID-19 pandemic is putting unprecedented stress on digital services and websites, with technical incidents doubling since the start of March. Yet new data from PagerDuty indicates IT teams are rising to the challenge, resolving incidents up to 63% faster than before the crisis.

Despite being under significant pressure, high-stress verticals are reacting particularly well. For example, companies in online learning saw incidents grow 11x, but are resolving incidents 39% faster than before the crisis, PagerDuty data shows.

Collaboration services have seen an 8.5x jump in incidents, but are posting 21% faster response times. The entertainment vertical is resolving incidents 63% faster despite a 3x bump in need.

"Companies have shifted into hyper-care mode, knowing that there are more people online than ever before and expectations on digital services are higher than ever," says Rachel Obstler, VP of Product for PagerDuty. "Playing a key role in this hypercare strategy is automated incident response, which allows IT teams to identify, contextualize and resolve the most critical incidents in minutes — despite the surge in digital stress presented by COVID-19."

Hypercare mode, as described by PagerDuty, typically sees IT departments operating in a heightened state of readiness through additional monitoring for top tier services, extra people available on call, and a focus on reliability, scalability and quality of service. This can entail pausing non-essential features or deployments so mission-critical ones perform effectively, reallocating employees from new features to essential "keep the lights on" services and bringing the right signals and contextual data to the right people proactively, so they can get ahead of any slowdowns or errors that could impact the customer if left unchecked.

Obstler concluded, "It's really impressive to see what IT teams are doing 'under the hood' right now to keep customers online and happy. On top of surging digital demand, IT is also having to spin up remote Network Operations Centers, create new processes and virtualize new infrastructure on the fly — all the while with kids and family life at their shoulder."

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IT Teams Resolving Incidents 63% Faster Than Before Pandemic

Learn more about PagerDuty

The COVID-19 pandemic is putting unprecedented stress on digital services and websites, with technical incidents doubling since the start of March. Yet new data from PagerDuty indicates IT teams are rising to the challenge, resolving incidents up to 63% faster than before the crisis.

Despite being under significant pressure, high-stress verticals are reacting particularly well. For example, companies in online learning saw incidents grow 11x, but are resolving incidents 39% faster than before the crisis, PagerDuty data shows.

Collaboration services have seen an 8.5x jump in incidents, but are posting 21% faster response times. The entertainment vertical is resolving incidents 63% faster despite a 3x bump in need.

"Companies have shifted into hyper-care mode, knowing that there are more people online than ever before and expectations on digital services are higher than ever," says Rachel Obstler, VP of Product for PagerDuty. "Playing a key role in this hypercare strategy is automated incident response, which allows IT teams to identify, contextualize and resolve the most critical incidents in minutes — despite the surge in digital stress presented by COVID-19."

Hypercare mode, as described by PagerDuty, typically sees IT departments operating in a heightened state of readiness through additional monitoring for top tier services, extra people available on call, and a focus on reliability, scalability and quality of service. This can entail pausing non-essential features or deployments so mission-critical ones perform effectively, reallocating employees from new features to essential "keep the lights on" services and bringing the right signals and contextual data to the right people proactively, so they can get ahead of any slowdowns or errors that could impact the customer if left unchecked.

Obstler concluded, "It's really impressive to see what IT teams are doing 'under the hood' right now to keep customers online and happy. On top of surging digital demand, IT is also having to spin up remote Network Operations Centers, create new processes and virtualize new infrastructure on the fly — all the while with kids and family life at their shoulder."

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As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Beyond Traditional Autoscaling: The Future of Kubernetes in AI Infrastructure

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI Drives Surge in Data Budgets

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned Architecture Causes Service Disruptions, High Operational Costs and Security Challenges

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

How GenAI Can Save Time for the NetOps Team

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

Will AI Solve the Growing Data Divide?

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

Top Concerns for Tech Decision Makers

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

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