Top Performing Organizations in Managing IT Ops Experience 5.9x Shorter MTTR
September 16, 2019

Pete Goldin

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Top performing organizations (TPOs) in managing IT Operations are experiencing significant operational and business benefits such as 5.9x shorter average Mean Time to Resolution (MTTR) per incident as compared to all other organizations, according to The Roadmap to Becoming a Top Performing Organization in Managing IT Operations, a new market study from Digital Enterprise Journal (DEJ).

In addition, the DEJ finds that TPOs experience 5.1x faster new application releases, and are 66% less likely to experience revenue impacting performance incidents.

With TPOs, 79% of performance issues are proactively detected, compared with 39% for all other organizations.

Overall, DEJ's research shows that the role of IT Operations in the business has to be better defined, as 52% of Line-of-Business (LoB) managers reported that the impact of IT Operations on business goals has to be more clear, while 74% of organizations are not able to quantify the benefits that IT Operations is delivering to the business.

Additional report highlights:

■ $2.129 million is average estimated revenue loss, per month, due to performance related slowdowns in application release times.

■ 66% of organizations reported that their visibility into IT performance declined after deploying cloud services.

■ 71% of organizations reported that the performance metrics that IT Operations are using do not reflect true user experience.

■ TPOs are 2.1 times more likely to have an automated process for turning alerts into actionable events and 2.3 times more likely to have capabilities for automated root cause analysis.

The study reveals that organizations able to outperform their peers by a significant margin are building their IT Operations strategies around:

1. context of the monitoring data

2. AI-enabled capabilities

3. customer-centric approach for managing IT

4. data-driven automation

5. centralized, platform-based approach for managing IT Operations

"The market for managing IT Operations is changing at a very fast pace and the speed of change is accelerating every year. That is driven by both internal and internal factors. Internally, IT Operations teams are dealing with increasing expectation to contribute to the business, deployment of new technologies to be managed and amount and velocity of data to be processed and used in an actionable context. Externally, they are pressured to meet higher customer expectations for engagement and experience and increased expectations to leverage technology as a source of competitive advantage," states Bojan Simic, President and Chief Analyst of Digital Enterprise Journal. "Top Performing Organizations (TPO) are modernizing IT Operations to contribute to top goals of digital businesses and their IT strategies are built on the same key pillars that are used by digital transformation leaders."

The study was based on insights from more than 900 organizations and is produced by using DEJ's unique approach for ongoing data collection and analysis.

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