The State of Automation in Incident Management research study was designed to understand how organizations approach digital service issues and interruptions. We evaluated where companies are currently positioned in the Incident Management Spectrum and in their journey to digital service resilience. The research revealed that incident management is due for its own transformation.
In this research study on the state of automation in incident management, we talked to 300 technology professionals and ranked them in four categories: ad hoc, traditional, modern, and adaptive.
Companies are investing heavily in digital transformation to build a better experience for customers and drive business growth in new and existing markets. Digital transformation spend continues to rise at more than three times the rate of IT spending overall, according to the May 2020 Deloitte Insights Digital Transformation Survey.
The COVID-19 pandemic has amplified a conundrum that exists for many organizations. To meet rising consumer and business demands, digital transformation and the deployment of digital services has been accelerating. This increased tempo often results in digital service issues and interruptions that negatively impact the customer experience. Many teams now spend more time fixing digital services and less time on innovation. It’s clear that just moving faster isn’t enough. Teams also need to develop digital service resilience.
Digital service resilience is the ability to satisfy performance expectations and deliver superior experiences that attract and retain customers. The research study explores where companies are in their journey to digital service resilience.
Read the State of Automation in Incident Management research study and see how your digital transformation efforts match up.