In an average company, hundreds of incidents occur per week *. Some of these incidents are truly critical. Incidents significantly affect the service quality and stop important business processes. Those are expensive for the company, because they cost internal resources, time and money.
Incidents affect not only the IT department itself but also the entire company. A single critical incident alone can cost IT tens of thousands of euros. The consequential costs for the company are more than twice as high due to the loss of productivity. Thus, the overall cost of a single critical incident for the company is on average in the 5- to 6-digit range.
Additionally there is the duration for the detection and correction of the errors as well as the cause analysis. The Mean Time to Repair (MTTR) for critical incidents amounts to several hours on average. This time is further extended by the flood of generated incidents, including unnecessary duplicates along with repetitions. For the subsequent root cause analysis, even more hours are spent and people are tied to the process of avoiding repetition of the same error. For many companies coping with such an event flood is a challenge.