Uptime’s third annual outage analysis report, despite improvements in technology and availability, service outages remain a major concern for industry, customers and regulators.
The overall impact and direct and indirect costs of service disruptions continue to increase. When asked about the most recent severe service disruption, more than half of respondents reported a service disruption over the past three years and an estimated cost of over $100,000. Nearly one-third of respondents said the damage cost was more than $1 million.
This trend can be viewed as natural. In the past, the data center was the IT infrastructure itself, but now cloud service providers and SaaS have been added. Even if Outlook 365 is shut down, it is an IT service disruption, and even if AWS fails.
Andy Lawrence, Uptime’s chief research director, said in a statement, “Resilience is still near the top management priority in delivering business services.” “Overall, the causes of service disruptions are changing. “Software and IT configuration issues are becoming more and more common, while power issues are now less likely to cause major IT service outages.”
Uptime pointed out that although there were serious disruptions that affected financial transactions, government services, the Internet and communications, most of the service disruptions that made headlines in the media affected consumers and telecommuters. This was mainly due to the crash of applications such as Microsoft Exchange, Teams, Zoom, and Fitness Tracker.
In addition, the main contents of the new report are as follows.
- 44% of data center operators said concerns about the resilience of their data centers and core IT have grown over the past year.
- Although severe service disruptions have declined (1 in 6 has suffered severe disability in the last 3 years), it can have devastating consequences for stakeholders. Risk awareness and related investments are required.
- 56% of respondents using third-party data services have experienced moderate or severe IT service outages caused by service providers over the past three years.
- Networking and configuration problems have emerged as two of the main causes of service failure. On the other hand, accidents due to power outages are decreasing, and power problems are usually caused by failures of IPS, transmission switches, and generators.
Technology itself is blamed as the main culprit, but the human factor cannot be overlooked. It is difficult to accurately measure the extent to which human error plays. According to Uptime’s new report, 42% of respondents said they have experienced human error-induced service outages over the past three years.
Of these, 57% pointed to data center personnel performing incorrectly, and 44% to inappropriate personnel or procedures. According to the survey, it is clear that a focus on management and education and training provides better service performance. [email protected]
Source: ITWorld Korea by www.itworld.co.kr.
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