IT Pros Spend Much of the Day Handling Emergencies

By Eileen McCooey
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    IT Pros Spend Much of the Day Handling Emergencies

    IT Pros Spend Much of the Day Handling Emergencies

    Constant disruptions—many involving outages and performance issues, as well as help desk requests—consume much of IT pros' time and hinder innovation.

It's no secret that IT professionals have to cope with many unexpected situations during the workday. Unpredictability comes with the territory as digital enterprises become more sophisticated and complicated. But what might be surprising is the amount of time those unplanned activities consume every day: almost one-third of working hours. That's among the key findings of "The 1E 2017 IT Incident Response Report," a survey of IT professionals conducted by 1E, a provider of software lifecycle automation solutions. The study shows that operational issues such as outages and troubleshooting take up the most time, followed by help desk issues. Sumir Karayi, founder and CEO of 1E, found the amount of time spent on unplanned incidents surprising. "We didn't think it was this high," he said. "It's also striking that it takes five times longer to resolve issues than to identify the problem." The larger the enterprise, the greater the likelihood that it can take more than a week to resolve issues. Karayi said survey results underscore a need for tools that will help IT staffers identify and remediate ad hoc problems more quickly. The survey is based on responses from 1,014 IT professionals, including 306 respondents from companies of 50,000 or more machines. Participants manage a total of more than 21 million endpoints globally, with an average of 21,080 endpoints each. About half of the survey respondents are administrators, and about a third of them are managers.

This article was originally published on 2017-04-17
Eileen McCooey, a New York-based consultant and Baseline contributor, has extensive experience covering a wide range of business and consumer topics, including digital technologies and consumer electronics of all kinds.
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