The Leading Causes of IT Outages - and How to Prevent Them
November 04, 2019

Mark Banfield
LogicMonitor

Share this

IT outages happen to companies across the globe, regardless of location, annual revenue or size. Even the most mammoth companies are at risk of downtime. Increasingly over the past few years, high-profile IT outages — defined as when the services or systems a business provides suddenly become unavailable — have ended up splashed across national news headlines.

In March 2019, Facebook and Instagram each experienced 14 hours of downtime. A second IT outage struck both — along with WhatsApp — in April 2019, taking all three platforms offline. And in July 2019, all three platforms experienced availability problems that impacted users. British Airways has also faced a series of high-profile IT outages in the past, including one in April that resulted in 100 canceled flights and 200 delayed flights. An outage back in May 2017 also affected more than 1,000 flights, call centers, BA's website and BA's mobile app.

Given all of these recent disruptive and costly outages, LogicMonitor decided to investigate the causes behind downtime, commissioning an independent study investigating the major causes of downtime, the business impact of outages on organizations, and ways to avoid IT outages and brownouts. The IT Outage Impact Study involved surveying 300 IT decision-makers across the United States, Canada, the United Kingdom, Australia and New Zealand.

Outages Lead to Compliance Failures and High Costs

The number one and number two issues were concerns about performance and availability

Among other insights, the survey revealed the top 5 issues keeping IT decision makers up at night. The number one and number two issues were concerns about performance and availability, beating out security and cost-effectiveness worries.

Unfortunately, those self-reported fears about IT teams' ability to maintain availability are well-founded. In fact, 96% of global survey respondents reported that their organizations had suffered at least one IT outage over the past three years. Such outages can have serious implications, including steep costs and low customer satisfaction scores. Heavily regulated industries, such as healthcare and finance, face another dire consequence beyond service disruptions and costs as a result of outages: compliance failure.

"One of our clients is a radiology company, and they need to be up 24/7," said a service desk support engineer for a solution provider. "If they have more than an hour of downtime a year, probably less than that, that's a serious issue. These guys can never go down, for legal reasons."


Human Error is #1 Cause of IT Outages in the US and Canada

The study found that human error was the #1 cause of IT outages in the United States and Canada, and the #3 cause globally. Given this finding, it was no surprise that Network World covered the story of British Airways' May 2017 outage under the headline, "British Airways' outage, like most data center outages, was caused by humans."

The Network World article describes how an engineer working onsite at a data center near the Heathrow airport disconnected a power supply. When the power supply was reconnected, a surge of power caused the outage. The article also cites a 2016 Ponemon Institute study, which found that human error accounted for 11 percent of outages, more than weather (10%), generator failures (6%) or IT equipment malfunction (4%).

Faced with findings like this, it's no wonder that global IT decision makers said 51% of IT outages are avoidable. As a result, more and more teams worldwide are transitioning to monitoring tools that incorporate AIOps and automation to minimize human error and maximize early warning opportunities.

Monitoring Helps Prevent Outages Through Early Warning Systems

Comprehensive monitoring provides visibility into IT infrastructure and can help organizations get ahead of trends that indicate an outage may be rapidly approaching. The top two causes of outages, according to survey respondents, are declining hardware/software performance and IT teams' failure to notice when usage reaches a dangerous level. Artificial intelligence for IT operations (AIOps) and intelligent monitoring offer an effective solution to both of these outage factors.

To minimize your organizations' outage risk, look for monitoring solutions with the following capabilities:

■ A platform that offers a holistic view of your IT systems via a single pane of glass and integrates with all your technologies

■ A tool that builds in a high level of redundancy to eliminate single points of failure

■ A platform that provides early visibility via an early warning system into trends that could indicate future trouble

■ A solution that is able to scale with your business as it grows, making sure your current and future monitoring needs are met.

Mark Banfield is CRO at LogicMonitor
Share this

The Latest

October 29, 2020

Return to work is happening. After working remotely from home for months due to Covid, companies are now offering employees the option to return to their workplace. But how will IT prioritize its activities towards this new paradigm shift? ...

October 28, 2020

The "APM" solutions we've come to love over the last 2 decades can't handle Serverless Functions or deliver the same performance and operational details that they deliver for other architectural constructs — including App Servers, Frameworks, Cloud, even Containers. And the reason is that they're methodologies for collecting performance data simply won't operate with the same characteristics as it would in persistent code ...

October 27, 2020

I asked myself this important question: Can APM tools Manage Serverless Workloads? And the answer is "No, not really." It is true that every monitoring solution in the world claims support for monitoring serverless platforms (at least one of them). What I mean by my answer is that the "APM" solutions we've come to love over the last 2 decades can't handle Serverless Functions or deliver the same performance and operational details that they deliver for other architectural constructs ...

October 26, 2020

In Episode 11, Andrew Tunall, GM, New Relic Serverless & Emerging Cloud Services, joins the AI+ITOPS Podcast to discuss the challenges and advantages of distributed tracing ...

October 22, 2020

IT teams critically require better visibility into the network driven by a number of factors, including tremendous disruption from the COVID-19 pandemic, relentless technological advances, remote working reaching an all-time high and the expanding security threatscape, according to State of the Network 2020, a study conducted by VIAVI Solutions ...

October 21, 2020

Mobile commerce offers several benefits for retailers. But all this potential can only be fully realized if retailers can manage the associated challenges that mobile commerce introduces. Anyone involved in the development, operation or troubleshooting of a mobile shopping app needs to be aware of the three following technical obstacles and plan accordingly ...

October 20, 2020

Although cost control/expense management remains top of mind, organizations are realizing the necessity of technology solutions to enable them to steer the business during these turbulent times, according to IDG's CIO Pandemic Business Impact Study ...

October 19, 2020

The COVID-19 pandemic has compressed six years of modernization projects into 6 months. According to a recent report, IT leaders have accelerated projects aimed at increasing productivity and business agility, improving application performance and end-user experience, and driving additional revenue through existing channels ...

October 15, 2020

There is no doubt that automation has become the key aspect of modern IT management. The end-user computing market is no exception. With a large and complex technology stack and a huge number of applications, EUC specialists need to handle an ever-increasing number of changes at an ever-increasing rate. Many IT organizations are starting to realize that they can no longer control the flow of changes. It is time to think about how to facilitate change ...

October 14, 2020

Starting this September, the lifespan of an SSL/TLS certificate has been limited to 398 days, a reduction from the previous maximum certificate lifetime of 825 days. With this change, everyone needs to more carefully monitor SSL certificate expiration and server characteristics ...