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New research reveals the growing costs of digital incidents, with an automation gap to blame for expensive outages.
A new survey of 500 IT decision-makers from large companies in Australia, the United Kingdom, and the United States has revealed that costs related to outages related to “digital incidents” are spiralling out of control.
According to the survey, digital operations management firm PagerDuty, a customer-facing incident takes Australian organisations 148 minutes to resolve on average, with an estimated cost per minute of $7,011.
The cause of the problem is that digital services within an organisation are expanding at such a pace that it is creating an automation gap where companies simply cannot keep up.
“Emerging technologies, growing consumer demands and legacy systems are costing Australian organisations, impacting their bottom lines and adding to wider market pressures,” Natalie Fair, regional vice president for Asia-Pacific and Japan at PagerDuty, said in a statement.
“We’re now at a point [where] automation has become critical in maintaining IT infrastructures, consumer trust and ensuring sufficient investments are a priority for business leaders.”
The survey found some startling statistics on the wider cost of such incidents. Thirty per cent of Australian organisations surveyed reported that customer-facing outages harmed share prices, while 38 per cent said that outages were a key driver of employee burnout.
Speaking further to the issue of automation, while 85 per cent of Australian IT decision-makers said their companies were moving towards automating the incident response process, more than 70 per cent said internal stakeholder communications, response mobilisation and remediation, and collaboration were all yet to be fully automated.
Jeffrey Hausman, chief product development officer at PagerDuty, laid out the main pain points in terms of incident response.
“Digital incidents occur, and front-line responders are too often hindered in their ability to resolve incidents quickly due to fragmented IT environments, inadequate processes and inability to identify the right responders,” Hausman said.
“Automation can be a key enabler in achieving resilience in these increasingly complex environments.”
David Hollingworth has been writing about technology for over 20 years, and has worked for a range of print and online titles in his career. He is enjoying getting to grips with cyber security, especially when it lets him talk about Lego.
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