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IT Teams Resolving Incidents 63% Faster Than Before Pandemic

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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Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

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Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

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In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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IT Teams Resolving Incidents 63% Faster Than Before Pandemic

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."

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

Image
Broadcom

From growing reliance on FinOps teams to the increasing attention on artificial intelligence (AI), and software licensing, the Flexera 2025 State of the Cloud Report digs into how organizations are improving cloud spend efficiency, while tackling the complexities of emerging technologies ...