IT Teams Resolving Incidents 63% Faster Than Before Pandemic
April 29, 2020
Share this

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."

Share this

The Latest

February 01, 2023

As organizations continue to adapt to a post-pandemic surge in cloud-based productivity, the 2023 State of the Network report from Viavi Solutions details how end-user awareness remains critical and explores the benefits — and challenges — of cloud and off-premises network modernization initiatives ...

February 01, 2023

In the network engineering world, many teams have yet to realize the immense benefit real-time collaboration tools can bring to a successful automation strategy. By integrating a collaboration platform into a network automation strategy — and taking advantage of being able to share responses, files, videos and even links to applications and device statuses — network teams can leverage these tools to manage, monitor and update their networks in real time, and improve the ways in which they manage their networks ...

January 31, 2023

A recent study revealed only an alarming 5% of IT decision makers who report having complete visibility into employee adoption and usage of company-issued applications, demonstrating they are often unknowingly careless when it comes to software investments that can ultimately be costly in terms of time and resources ...

January 30, 2023

Everyone has visibility into their multi-cloud networking environment, but only some are happy with what they see. Unfortunately, this continues a trend. According to EMA's latest research, most network teams have some end-to-end visibility across their multi-cloud networks. Still, only 23.6% are fully satisfied with their multi-cloud network monitoring and troubleshooting capabilities ...

January 26, 2023

As enterprises work to implement or improve their observability practices, tool sprawl is a very real phenomenon ... Tool sprawl can and does happen all across the organization. In this post, though, we'll focus specifically on how and why observability efforts often result in tool sprawl, some of the possible negative consequences of that sprawl, and we'll offer some advice on how to reduce or even avoid sprawl ...

January 25, 2023

As companies generate more data across their network footprints, they need network observability tools to help find meaning in that data for better decision-making and problem solving. It seems many companies believe that adding more tools leads to better and faster insights ... And yet, observability tools aren't meeting many companies' needs. In fact, adding more tools introduces new challenges ...

January 24, 2023

Driven by the need to create scalable, faster, and more agile systems, businesses are adopting cloud native approaches. But cloud native environments also come with an explosion of data and complexity that makes it harder for businesses to detect and remediate issues before everything comes to a screeching halt. Observability, if done right, can make it easier to mitigate these challenges and remediate incidents before they become major customer-impacting problems ...

January 23, 2023

The spiraling cost of energy is forcing public cloud providers to raise their prices significantly. A recent report by Canalys predicted that public cloud prices will jump by around 20% in the US and more than 30% in Europe in 2023. These steep price increases will test the conventional wisdom that moving to the cloud is a cheap computing alternative ...

January 19, 2023

Despite strong interest over the past decade, the actual investment in DX has been recent. While 100% of enterprises are now engaged with DX in some way, most (77%) have begun their DX journey within the past two years. And most are early stage, with a fourth (24%) at the discussion stage and half (49%) currently transforming. Only 27% say they have finished their DX efforts ...

January 18, 2023

While most thought that distraction and motivation would be the main contributors to low productivity in a work-from-home environment, many organizations discovered that it was gaps in their IT systems that created some of the most significant challenges ...