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Top Performing Organizations in Managing IT Ops Experience 5.9x Shorter MTTR

Pete Goldin
APMdigest

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.

Pete Goldin is Editor and Publisher of APMdigest

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Top Performing Organizations in Managing IT Ops Experience 5.9x Shorter MTTR

Pete Goldin
APMdigest

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.

Pete Goldin is Editor and Publisher of APMdigest

Hot Topics

The Latest

The enterprises that will define the next decade are not the ones that deployed the most technology. They are the ones who understood what their technology was actually doing. That distinction is not a philosophical point. It is the central operational challenge facing every organization that has spent the last five years modernizing at speed ...

AI is becoming the operating system of the enterprise. It acts as an invisible coordination layer that understands intent, connects systems, and executes work across complex SaaS environments. Previously, employees had to click through multiple systems — CRM, ERP, support tools, collaboration platforms — to complete a single task. Now, instead of navigating each application manually, they can simply state what they need to accomplish ...

In 2026, the cost of downtime or an outage is no longer just a technical inconvenience; it's a $600 billion wake up call for global businesses. As our digital ecosystems become  more interconnected, each touchpoint introduces new risks and multiplies the consequences when things go wrong. And the data is clear: aggregate downtime costs  for Global 2,000 companies have surged 50% since 2024, reaching a staggering $600 billion ...

Deloitte found that 74% of enterprises expect to deploy agentic AI solutions in the next 24 months. However, the rush to deployment is outpacing foundational work, though. Only 21% of enterprises have fully formed agent governance models in place. The result? AI agents deployed without guidance or governance begin to function as fragmented islands of complexity ...

Cloud spending is no longer viewed as a passthrough IT expense, but as a strategic financial lever that directly impacts innovation capacity, profitability and enterprise resilience, according to the CFO Cloud Cost Optimization Report from Azul ...

As AI moves from generating responses to performing actions, the need for trust increases exponentially. And as organizations enlist AI agents for increasingly sophisticated business processes, trust is going to be the single most important theme for spurring adoption. What can organizations do to build trustworthy AI agents? ...

I've spent a lot of time in the channel, and one thing I keep coming back to is this: a partner program is only as good as what it looks like in the field. Many programs look great on paper, but when a partner is in front of a customer navigating a complex hybrid environment or trying to make the case for AI-powered observability, the gap between what a vendor promises and what it actually delivers becomes very clear, very fast ...

Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

For decades, trust in the digital workplace rested on familiar signals. We trusted faces on video calls, voices on the phone, and emails that appeared to come from people we knew. These cues felt human and intuitive. They anchored how decisions were made, approvals were granted, and access was authorized. AI-powered deepfakes have quietly broken that model ...

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