xMatters has released an official statement and workshops to help customers navigate through COVID-19

New Research Shows Businesses Continue to Struggle in Their Responses to Frequent IT Incidents; Poor Planning a Key Factor

Companies Routinely Miss Target Resolution Times for Major Incidents; Improved Communications Management Is Crucial for Success

SAN RAMON, Calif. – Dec. 9, 2015 – Though 90 percent of large businesses report experiencing major IT incidents throughout the year, only about half have a team dedicated to handling such occurrences, a new global survey of 400 IT professionals revealed.

Major Incident Management Trends 2016,” the latest survey on the state of IT emergency response, also discovered that nearly two-thirds of IT departments have target resolution times when an outage occurs, but three-quarters of them routinely exceed their target times.

The report, conducted by Dimensional Research and commissioned by xMatters, inc., a leader in communications-based business processes, cited a lack of standard processes for the shortcomings.

“Reliance on digital infrastructures has dramatically increased the impact and frequency of major incidents,” according to the report. “IT and business leaders within individual companies are mostly aligned on what constitutes major incidents and how to resolve them. However, standard definitions and processes are lacking between companies and across industries. Without these standards, IT departments lack benchmarks and best practices to help drive improvements.”

The survey found that nearly 60 percent of large organizations experience a major IT outage at least monthly.

“At long last, IT departments and business leaders are on the same page when it comes to recognizing the severity of business impact during a major incident and the importance of solving disruptions as quickly as possible,” said David Gehringer, principal at Dimensional Research and author of the study. “However, they’re unfortunately falling far short of their goals of solving problems on time and in an efficient manner, often due to poor alerting and communications management.”

Dimensional Research’s “Business Impact of IT Incident Communications: A Global Survey of IT Professionals” survey from March showed improved IT alerting systems benefited the business, and 91 percent of the 300 surveyed said poor incident communication increased downtime. Eighty-seven percent indicated that guaranteed IT alert delivery would accelerate issue resolution, and 85 percent said issue resolution would be accelerated by a response system that initiates steps with a single click on a mobile device.

“The survey findings show both enterprise IT teams and business leaders have come to grips with the occurrence of major incidents and IT outages, but insist on effective communications. In terms of business stakeholder frustration, we found that lack of effective communication trumps occurrence of incidents in the first place,” said Randi Barshack, CMO of xMatters. “xMatters provides a modern intelligent communications and alerting technology that today’s market needs to be successful and quickly resolve critical IT and business disruptions.”

Respondents from Dimensional Research’s latest survey of IT professionals primarily came from the United States, Europe, Asia, Mexico and Central and South America and Australia and New Zealand. Participant companies came from a mix of sizes – from large enterprises with more than 10,000 employees to medium-sized businesses with 1,000 employees – and from a variety of industries, including financial services, manufacturing, technology, healthcare, education and more.

To download the full “Major Incident Management Trends 2016” complementary report, go to: http://info.xmatters.com/2015-MIM-Survey_LP.html. A webinar on the survey is scheduled for Wednesday, December 16, at 11:00AM PT/2:00PM ET. To register for this free event, go to: http://info.xmatters.com/2015-MIMSurveyWebinar_LP.html.

xMatters’ award-winning, cloud-based platform accelerates business processes through intelligent communication. The technology pinpoints and proactively alerts the individuals, teams and external service providers required to work together to quickly manage any business scenario along with resolving incidents, such as service disruptions and technical issues that interrupt the flow of day-to-day operations.


About Dimensional Research

Dimensional Research® provides practical marketing research to help technology companies make their customers more successful. Our researchers are experts in the people, processes, and technology of corporate IT and understand how IT organizations operate. We partner with our clients to deliver actionable information that reduces risks, increases customer satisfaction, and grows the business. For more information visit www.dimensionalresearch.com.

About xMatters, inc.

xMatters’ cloud-based communications solutions enable any business process or application to trigger two-way communications (push, voice, email, SMS, etc.) throughout the extended enterprise during time-sensitive events. With over a decade of experience in rapid communication, xMatters serves more than 1,000 leading global firms to ensure business operations run smoothly and effectively during incidents such as IT failures, product recalls, natural disasters, dynamic staffing, service outages, medical emergencies and supply-chain disruption. xMatters is headquartered in San Ramon, CA with additional offices in London and Sydney.


Media Contact:
Marta Debski (U.S./Corporate)
Kulesa Faul, Inc. for xMatters, inc.