69% of IT incidents lead to less than 1 hour of lost time, as perceived by end-users. 83% perceive losing less than our benchmark average of 3h 9min.
80% of time lost comes from only 12,5% of IT incident tickets. This represents an excellent opportunity to identify IT areas where business impact is high.
The biggest improvements happened in IT Experience with Service Portals and Remote Work.
Our data shows that about IT Experience with IT incidents. 1) Speed is universally impactful, 2) Negative feedback is often about processes, 3) Positive feedback is often about people (agents).
The presentation slides are available in pdf.
Our biannual report about the state of Enterprise IT experiences is based on continuous data collection by our enterprise customers through HappySignals IT Experience Management Platform. In total, 839,581 end-user responses in over 130 countries were collected from January - June 2022.