PagerDuty Reveals Global Gaps in IT Outage Preparedness

By Stefania Viscusi | December 18, 2024

A new study by PagerDuty reveals that service disruptions are a pressing concern for IT and business leaders worldwide. Eighty-eight percent of respondents said they expect another major incident within the next year.

The study surveyed senior executives and found a need for incident management strategies to help mitigate the impact of IT outages and maintain customer trust.

Preparedness gaps exist. Eighty-six percent of respondents said in the past there has been an overemphasis on security at the expense of disruption readiness. This imbalance left 83% unprepared for the July global IT outage, exposing vulnerabilities in incident management frameworks. A lack of readiness leads to big challenges, including lost revenue (37%), delayed response times (39%), and disrupted decision-making processes (39%).

While 55% of those surveyed reported adopting an ongoing evaluation mindset, nearly half noted that reliance on manual processes during incidents — seen in 44 ...