- Human Factors
- Over a third of PagerDuty users worked less consistent hours in 2020, the equivalent of two extra hours per day, totalling an extra 12 weeks of work
- Users experienced 9% more off-hour interruptions (6PM-10PM) and a 7% lift in holiday/weekend interruptions
- “Burned Out” responders (top 10% of users who are interrupted) have 19 non-working hour interruptions a month - 10x more than that of the median responder
- Each incident requires an average of 1.2 responders and takes 126 minutes to resolve
- Business & Industry
- A 19% year-over-year growth in critical incidents from 2019 to 2020; companies with less than $10 million in revenue saw the highest increase in critical incidents (16%)
- The Travel & Hospitality and Telecom industries had the greatest YoY lift in critical incident volume (20%), while the Media & Entertainment category was flat
- Companies experienced an average of 105 critical incidents per month
- Operational Health
- Looking at companies over a five-year span, incident acknowledgment time has steadily decreased, despite the increase in incident volume; large companies succeed in reducing incident acknowledgement time from six minutes to under four minutes
- ChatOps (e.g., Slack and Microsoft Teams) adoption increased 22%, filling the void of in-person interactions that resulted from remote work environments
PagerDuty will publish the “State of Digital Operations” report annually, with regular updates to the aggregate topline metrics shared on the microsite. The report includes data on noise reduction, incident response, time to resolution, and the impact this has on overall business performance, operational health, and all employees as the world revolves around digital services. For more information please download a copy of the report here.
To generate this report, this proprietary data was pulled from PagerDuty’s platform-wide database of 16,000 customers and 700,000 users from January 2019 to April 2021.