trends in it operations management_2016-pulse report

Pulse Report: IT Operations Management Trends

Gatepoint Research

Summary Results • April 2016

IT Operations Management Trends


Program Overview

Between January and March 2016, Gatepoint Research and HPE invited selected IT executives to participate in a survey themed IT Operations Management Trends.

Candidates were invited via email and 100 executives have participated to date.

Management levels represented are predominantly senior decision makers: 5% hold the title CxO, 20% are VPs, 45% are Directors, and 26% are Managers.

Survey participants represent firms mostly in the financial services and healthcare industries, but also represented are media and telecom services.

Responders work for firms with a wide range of revenue levels:

– 45% work in Fortune 1000 companies with revenues over $1.5 billion; – 18% work in Large firms whose revenues are between $500 million and $1.5

billion; – 16% work in Mid-Market firms with $250 million to $500 million in revenues; – 21% work in Small companies with less than $250 million in revenues.

100% of responders participated voluntarily; none were engaged using telemarketing.


Observations and Conclusions

Some organizations are not confident of full IT visibility. Asked how well they could see into their organization’s IT operations, just 26% have high confidence. 40% rate their confidence level average or lower.

IT incident identification methods: 70% of respondents report using root cause analysis to identify IT incidents. 65% employ action filtering; 63% use action triggering.

Many are dissatisfied with their IT organization’s reaction time to incidents. Only 19% of respondents can typically identify the cause of an IT incident within minutes. Not surprisingly, 33% of respondents think their firms do not react quickly enough to IT incidents.

IT organizations are falling behind the challenge. 59% of those surveyed feel their organization’s biggest challenge is reacting to IT incidents after-the-fact instead of proactively anticipating them.

How much is this costing us? A stunning 48% of respondents are not even sure if their company tracks cost per IT incident. Another 23% are sure they do not.

Room for improvement. Asked how they’d like their IT event management process improved, respondents want the ability to do predictive analysis (48%) and event correlation (47%).

Top IT goals: Asked how their organization is improving this year, respondents cited more effective IT operations (58%), faster issue identification (47%), and ability to cope with complexity (43%).

Summary Results • April 2016Copyright © 2015 Gatepoint Research. All rights reserved. The information contained in this report is the sole property of Gatepoint Research and may not be

used, reproduced, redistributed in any form including, but not limited to, print and digital form without the express written consent of Gatepoint Research.

How many IT events does your organization process per day?

IT operations represented in the survey vary greatly in complexity. 26% of respondents say their organizations processes less than 1,000 events

a day. 39% process in excess of 10,000 per day.

26%

22%

13%

39%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Less than 1,000 1,001 to 5,000 5,001 to 10,000 10,001 or more



How much event data is generated per day by

your organization’s IT operations?

The amount of event data generated varies greatly as well. Respondents report IT operations generating anywhere from less than 20GB of event data per day up to

more than 100GB/day.

16%

10%

12%

14%

12%

42%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Less than 20GB 20 GB to 40 GB 40 GB to 60 GB 60 GB to 80 GB 80 GB to 100 GB 100 GB or more



How confident are you in your organization’s view of IT operations?(Rate 1 – 5, 1 = not at all confident: we do not have complete visibility, 5 = highly confident: we see

everything including mobile devices and sensors)

Some organizations are not confident of full IT visibility. Asked how well they could see into their organization’s IT operations, just 26% have high confidence. 40% rate their

confidence level average or lower.

0%

11%

29%

32%

26%

3%0%

5%

10%

15%

20%

25%

30%

35%

1 2 3 4 5 n/a

LOW CONFIDENCE HIGH CONFIDENCE



Which approach(es) are used to identify IT incidents?

IT incident identification methods: 69% of respondents report using root cause

analysis to identify IT incidents. 65% employ action filtering; 62% use action triggering.

69%

65%

62%

37%

19%

0% 10% 20% 30% 40% 50% 60% 70% 80%

Root cause analysis

Event filtering

Action triggering

Event aggregation

Event masking



How long does it typically take to identify the root cause of an IT incident?

Many are dissatisfied with their IT organization’s reaction time to incidents. Only 19% of respondents can typically identify the cause of an IT incident within minutes. Not surprisingly, 33%

of respondents think their firms do not react quickly enough to IT incidents.

19%

49%

17%

6%8%

0%

10%

20%

30%

40%

50%

60%

Minutes Hours Days A week or more There have beenoccasions when we

were unable toidentify a cause

Do you feel that your organization is reacting quickly

enough to IT incidents?

Yes55%

No33%

Not sure12%



What are your organization’s biggest challenges related to IT incidents?

IT organizations are falling behind the challenge. 59% of those surveyed feel their organization’s biggest challenge is reacting to IT incidents after-the-fact instead of

proactively anticipating them.

59%

39%

36%

35%

29%

27%

4%

4%

0% 10% 20% 30% 40% 50% 60% 70%

IT becomes reactive,rather than proactive

Unhappy users

Outages

Excessive service desk incidents

Increased human labor costs

Inability to tell the difference between cause and symptoms

War rooms

“Swivel chair management”



Is your organization aware of the cost per IT incident?

How much is this costing us? A stunning 48% of respondents are not even sure if their company tracks cost per IT incident. Another 24% are sure they do

not.

Yes29%

No23%

Not sure48%



Which aspects of your organization’s IT event management process

do you think need improvement?

Room for improvement. Asked how they’d like their IT event management process improved, respondents want the ability to do predictive analysis (45%) and event

correlation (44%).

45%

44%

39%

36%

30%

28%

23%

22%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Predictive analytics

Event correlation

Automation

Single, unified viewof IT events

Log intelligence

Costs related to maintenance or skills upkeep

Data warehouse consolidation

Cross-domain reporting



What are some of your organization’s IT operations goals for 2016?

Top IT goals: Asked how their organization is improving this year, respondents cited more effective IT operations (54%), faster issue identification (44%), and ability to cope

with complexity (41%).

54%

44%

41%

40%

38%

37%

32%

0% 10% 20% 30% 40% 50% 60%

Improve effectivenessof IT operations

Identify issues faster

Better cope with theincreasing complexity of IT

Increase service availability

Ensure compliance

Improve agility of monitoring

Improve confidence in issue identification



Profile of Responders:

Industry Sectors

Healthcare and financial services are the sectors

most heavily represented in the survey.

Financial Services39%

Healthcare47%

Media5%

Telecom Services9%




Revenue

45% of respondents work in Fortune 1000 companies with greater than

$1.5 billion in annual revenue.

>$1.5billion45%

$500 million - $1.5 billion18%

$250 - 500 million16%

<$250 million21%




Job Level

70% of respondents hold executive level positions at their firms.

Manager, 26%

Director, 45%

VP, 20%

CxO, 5%

To learn more, read the eBook

17

http://www8.hp.com/h20195/V2/GetPDF.aspx/4AA5-6143ENW.pdf

http://www8.hp.com/h20195/V2/GetPDF.aspx/4AA5-6143ENW.pdf


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