Time-critical, Unplanned Work Causes Major Disruption to Business: New Report Shows Escalating Cost of Outages and Downtime

Nearly half of North American companies fail to detect major issues before customers are impacted

SAN FRANCISCO – March 10, 2020 – Time-critical, unplanned work caused by IT disruptions continues to plague enterprises around the world, leading to lost revenue, significant employee morale problems and missed opportunities to innovate. In fact, more than 81% of respondents agreed that urgent, unplanned work keeps their company from focusing on key objectives. These are just some of the key findings from a study of more than 500 IT professionals released today by PagerDuty, Inc. (NYSE:PD), a global leader in digital operations management.

The global study, conducted by Dimensional Research, also found that almost half of participants said their organizations experience major technology issues at least once a month. In addition, 40% of North American respondents said their issue resolution process is entirely manual, and customers worldwide are discovering major issues before tech teams become aware.

“Today, every company is a software company with customer experience determining your success. Delays, outages or any form of downtime are unacceptable and redirect teams away from innovation projects. The downside of this is lost productivity, revenue and brand equity,” said Jonathan Rende, SVP of Product at PagerDuty.

“Compounding the situation is the fact that ensuring a perfect customer experience is very difficult. Complicated ecosystems, lack of time and resources and changing consumer behaviors create huge complexity for developer and IT teams. It’s very difficult to plan for every possible situation that could arise which means many companies are on the back foot when something needs urgent attention.”

One of the most striking findings in the report shows that 62% of IT professionals in North America spend more than 100 hours each year on disruptive, unplanned work. “Based on the average IT team size of six to eight people for a mid-market company, you’re looking at nearly two days a week spent on firefighting and dealing with time-critical unplanned work. This leaves little time for innovation or working on the projects that matter, consistently.”

Unplanned work also surfaced as a major factor in employee unhappiness, particularly in North America. While nearly one in every five employees worldwide said they would leave their positions as a result, nearly three-quarters (72%) of North American respondents said unplanned work impacts their work-life balance, compared to 55% in APJ and 49% in EMEA.

“Unplanned, time-critical work is unavoidable. How you prepare for it makes a huge difference. You need to take an automated approach so that when unplanned work arises you can bring together the right people with the right information in real-time. This is what allows identifying and resolving issues in minutes and seconds, not hours. It also means your teams are freed up to focus on innovation and fueling your company’s competitive edge,” concludes Rende.

For more information on the State of Unplanned Work Report, read the summary and blog post here or download the individual global, EMEA and APJ reports.

About the study

IT and business professionals responsible for planning, responding or resolving major technology issues were invited to participate. The survey was administered electronically, and participants were offered a token compensation for their participation. A total of 509 participants from all five continents who are responsible for technology issue response and resolution completed the survey. 

About Dimensional Research

Dimensional Research provides practical marketing research to help technology companies make smarter business decisions. Our researchers are experts in technology and understand how corporate IT organizations operate. Our qualitative research services deliver a clear understanding of customer and market dynamics. For more information, visit www.dimensionalresearch.com.

About PagerDuty, Inc.

PagerDuty, Inc. (NYSE:PD) is a leader in digital operations management. In an always-on world, organizations of all sizes trust PagerDuty to help them deliver a perfect digital experience to their customers, every time. Teams use PagerDuty to identify issues and opportunities in real time and bring together the right people to fix problems faster and prevent them in the future. Notable customers include GE, Vodafone, Box, and American Eagle Outfitters. To learn more and try PagerDuty for free, visit www.pagerduty.com. Follow our blog and connect with us on Twitter, LinkedIn, YouTube and Facebook.

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Media Contact:

Frances Ward
media@pagerduty.com