Incident Management | Africa - Middle East

Key Findings

Mean time to resolve (MTTR) an incident #

57% of all respondents said it takes somewhere between 1 to 8 hours to resolve incidents.

Benefits of IT orchestration for customer support #

78% of respondents believe IT orchestration can lead to an increase in efficiency and productivity.

Reduce supports calls during an incident #

70% of respondents announce an incident when it happens.

Approaches for better incident management #

82% of respondents say that incidents are routed to on-call engineers using an incident management tool.