openPR Logo
Press release

New Research: 84% Of ICT Service Incidents Fall Outside Support Contracts

07-09-2014 07:02 PM CET | IT, New Media & Software

Press release from: Dimension Data

Dubai, UAE – 09 July 2014 – Data published today reveals that only 16% of 91,000 IT service incidents logged with Dimension Data service centres* in 2013 were related to the device itself while the other 84% of incidents were related to non-device issues such as human error, telecom failures or environmental issues. The largest category of IT incidents are due to human error, with nearly one-third of all incidents – 6% configuration errors plus 26% other human errors – are potentially avoidable.
According to Dimension Data’s annual Network Barometer Report, these statistics are worrying because a large proportion of incidents fall outside of a support provider’s traditional remit, and must be resolved by organisations themselves.
First published in 2009, this year’s Network Barometer Report was compiled from technology data gathered from 91,000 service incidents logged for client networks that Dimension Data supports. In addition, Dimension Data also carried out 288 technology assessments covering 74,000 technology devices in organisations of all sizes and all industry sectors across 32 countries.
Telecom, or wide area network (WAN), failures came in as the second most frequent root cause –
at 22%. This is to be expected, considering the complexity of maintaining and managing the many different components of a geographically dispersed telecom network.
Third on Dimension Data’s Network Barometer Report list of the most frequent causes of service incidents are physical environment problems such as loss of power, air-conditioning failures, temperature control problems, and more. These account for 15% of all incidents.

* Dimension Data’s Global Service Centres (GSCs) are organisational hubs situated at eight central locations around the world.
At these centres, Dimension Data technical support experts receive and resolve technical service tickets from over a million
requests from 10,000 clients every year – more than 2,500 incidents each day.
In fourth position, are device-related problems, with 14% of all incidents attributed to hardware. Adding a 2% of incidents attributed to software bugs, this indicates that only 16% of all service incidents fall within the remit of device support contracts.
“This latest data tells us that these service incidents are not device related and fall outside typical maintenance contracts therefore, they will need to be addressed and resolved by the organisation’s internal support resources,” says Rich Schofield, Dimension Data’s Business Development Director for Networking. “From a lifecycle perspective, one might expect the failure rate of obsolete devices to be higher than current or ageing devices. That’s because obsolete devices are older and maintenance options are limited. However, this year’s analysis shows that the failure rate of obsolete devices is around 1% lower than either current or ageing devices.
“We investigated how likely obsolete devices were to fail when compared with current or ageing devices. We expected to uncover that obsolete devices would cause longer downtime when they fail than current or ageing devices. We were surprised to find that the data indicated otherwise. In fact, the average mean-time-to-repair for all devices is 3.4 hours. Broken down by technology lifecycle stage, the data shows that current devices take about 48 minutes longer to repair than the average. Ageing devices take the shortest time to repair - about 42 minutes shorter than average. Obsolete devices take slightly longer to repair than ageing devices at 3.3 hours, but still in substantially less time than current devices,” explains Schofield.
Considering that the large majority of services incidents are not related to network devices and that maintenance requirements for these devices vary by lifecycle stage, Schofield recommends that the most effective way for organisations to improve their network service levels and ensure maximum availability is to invest in mature operational systems and support processes. “Knowing the devices and their lifecycle stages, having sparing strategies for obsolete equipment, and understanding the potential network impact if devices fail will support greater network availability.”


Figure above: incidents by root cause

Click here to view the infographic summary of the Network Barometer Report 2014.

-ENDS-

About Dimension Data
Founded in 1983, Dimension Data plc is an ICT services and solutions provider that uses its technology expertise, global service delivery capability, and entrepreneurial spirit to accelerate the business ambitions of its clients. Dimension Data is a member of the NTT Group. www.dimensiondata.com

About the Dimension Data Network Barometer Report
The Network Barometer Report 2014 presents the aggregate data gathered from Dimension Data’s Technology Lifecycle Management Assessments conducted for clients around the world in 2013.
It also contains data provided by its Global Service Centres which relates to service incidents logged for client networks that Dimension Data supports. The data is compiled, analysed, compared and interpreted to gauge the readiness of today’s networks to support business.

About the Technology Lifecycle Management Assessment
This ICT assessment service from Dimension Data discovers installed assets on the network, identifies their lifecycle statuses, determines maintenance coverage, and flags potential security vulnerabilities. The Assessment ensures that organisations don’t expose themselves to unnecessary risk, by assisting with the alignment of their IT infrastructure to configuration, security, and patch management best practices. The Technology Lifecycle Management Assessment is automated and is not based on a survey.
Media Contact:
Nirmala Dsouza
OAK Consulting FZ LLC
+971507343840
nimi@oakconsulting.biz

Dubai, UAE

This release was published on openPR.

Permanent link to this press release:

Copy
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.

You can edit or delete your press release New Research: 84% Of ICT Service Incidents Fall Outside Support Contracts here

News-ID: 291314 • Views: 4620

More Releases from Dimension Data

Artificial Intelligence and Analytics Accelerate the Pace of Digital Workplace T …
Dubai, UAE – 07 August 2017 – New research which examined how organisations are evolving from a traditional office environment to a digital workplace reveals that gaining competitive advantage and improving business process are among the top goals of their digital transformation strategy. This is according to 40% of 800 organisations in 15 countries on five continents that were interviewed for Dimension Data’s Digital Workplace Report: Transforming Your Business which
Deloitte Consulting LLP Selects Dimension Data Cloud To Deliver Business Transfo …
Dubai, UAE – May 23 2015 – Dimension Data, the USD 6.7 billion global ICT solutions and services provider, today announced that Deloitte Consulting LLP has chosen Dimension Data as the cloud service provider to deliver Enterprise Application and Analytic workloads for business transformation and the Dimension Data Managed Cloud Platform™ (MCP), as the infrastructure-as-a-service. As a result, Deloitte will be able to offer clients solutions such as Managed Analytics and
Dimension Data Launches New Assessment That Helps Organisations Assess Their Sec …
Dubai, UAE – 16 April 2015 – Dimension Data, the USD 6.7 billion global ICT solutions and services provider, today announced a new assessment offering that helps organisations assess the maturity of their security architecture, the underlying security safeguards that protect their human assets from cyber attacks, and their processes and technologies. Matthew Gyde, Dimension Data’s Group Executive – Security, says cyber threats are still flourishing, and traditional approaches to information
Organisations Warned To Invest In Digital Customer Engagement In The Next Two Ye …
Dubai, UAE – March 4, 2015 - Organisations that don’t embrace digital customer engagement channels – that’s web chat, social media, SMS, smart phones and mobile applications, and even video - into their engagement strategies within the next two years, are likely to see their customers jump ship to competitors that do. In fact, the digital customer engagement revolution is here, and is forcing organisations to adapt their customer service

All 5 Releases


More Releases for Network

Insight into Gaming Network Market to 2025 - Xiled Gaming Network, Game Loot Net …
The updated research report on "Gaming Network Market" presents crucial information like market share, size, and growth rate. It offers insights on the driving factors, hampering aspects, challenges, opportunities, and trends including details on market segments and sub-segments. Based on the Gaming Network industrial chain, this report mainly elaborates the definition, types, applications and major players of Gaming Network market in details. Deep analysis about market status (2015-2020), enterprise competition pattern,
Water Network Management, Water Network Management trends, Water Network Managem …
MarketStudyReport.com adds a new 2018-2023 Global Water Network Management Market Report focuses on the major drivers and restraints for the global key players providing analysis of the market share, segmentation, revenue forecasts and geographic regions of the market. This report presents a comprehensive overview, market shares, and growth opportunities of by Water Network Management product type, application, key manufacturers and key regions. Over the next five years, Water Network Management will
Application Delivery Network
ReportsWeb.com has added a new report titled “Global Application Delivery Network Report”, to the database, the report focuses on Product Price, Profit, Capacity, Production, Capacity Utilization, Supply, Demand and Industry Growth. Application Delivery Network combine various technologies of WAN Optimization, Application Delivery Controllers, Application Performance Monitoring and Application Security to form a comprehensive solution that effects faster and secured application
MES Joins SafeTRANS Network
Berlin (Germany), April 28, 2015: Model Engineering Solutions (MES), specialists in embedded software from Berlin, has become a member of the international competence network SafeTRANS. SafeTRANS is an association of prestigious enterprises and scientific institutions that ensures exchange between research and industry in embedded systems for transportation. The goal of the network is to increase the safety of transportation with the help of cutting-edge technology and optimized processes. Focus of the
Roteck's New European Network
Roteck recently announced its new European network, confirming Roteck as an international force in the inspection and detection industry. The network aims to provide Europe with security options previously lacking as well as filling certain niche markets. Already in effect, Roteck has established connections in several key European states, including France, Germany and Italy. Roteck looks forward to strengthening ties with Europe while offering innovative new products in addition
Next Generation Network expanded
MEDIA BROADCAST connects its NGN platform with international telecommunications network node in Frankfurt Bonn, 25 March 2009 – MEDIA BROADCAST has now connected its BROADCAST NGN (Next Generation Network) with the international telecommunications network node from ancotel, operator of the biggest data and telecommunications node in Europe. The NGN, which was conceived by MEDIA BROADCAST as an all-in-one network, is available throughout Germany and provides uncompromising service to radio,