IT downtime and service backlogs: What’s the real impact?

The Real Impact of IT Downtime


It is obvious that when you have IT downtime, there is a direct impact on your business. Access to your IT infrastructure, desktop, mobile or other technology solutions has become synonymous to the lifeline of your business.

According to a study by Aberdeen, small businesses with an annual revenue of less than $50 million put the cost of IT outages at an average of $8,600 per hour. These costs come from a range of impacts such as:

  • Productivity loss
  • Client satisfaction issues
  • Employee stress and morale issues
  • Potential revenue loss
  • Possible loss of clients

I am not sure about you, but I can definitely use the $8,600 per hour to help grow my business or improve client satisfaction.

The first step to understanding the impacts that IT downtime is causing your business is to begin to track key metrics.

Understand the metrics


There are several IT metrics that you should consider for your tracking and planning. These include a range of topics such as service levels, organizational metrics, delivery timelines, and financial metrics.

One of the key metrics to track is the mean time to resolve (MTTR) for incidents, which is a metric for both service desk and desktop support. MTTR measures the average elapsed time from when an incident is opened until it is closed. MetricNet’s global benchmarking database states that the average incident MTTR is 8.4 business hours. That is over one business day of potential partial or full-time downtime for that employee or team.

With many small and medium-sized businesses running lean IT support teams, this becomes more and more of an issue as organizations grow and increasingly rely on mobile technology and other solutions that drive their business.


MSPs and the focus on outcomes


These points are why I started NG2 and love servicing our clients. Providing Managed IT Services helps proactively monitor issues before they get bigger. And if issues do arise, we focus on resolving and going the extra mile to identify the root cause to reduce risk of the occurrence happening in the future.  

A 2017 article by CIO and KPMG states that managed services today is a way to focus on outcomes and leverage service provider core competencies with assurance that the services will be delivered as prescribed. This enables lower costs, a higher service level and the delivery of an agreed-upon outcome.

“This allows the client resources to focus on other more strategic, higher value-oriented activities,” states Randy Wiele, Shared Services and Outsourcing Advisory at KPMG

We would love to get your thoughts about the cost of downtime and IT service desk backlogs.


Dan Grady (here’s my Linkedin


If you enjoyed this blog, sign up for exclusive content!