In the most digitally-reliant world we’ve seen yet, teams are under more pressure than ever to deliver consistent, exceptional digital experiences, with 81% of users unwilling to wait more than a minute before abandoning an application. The current COVID environment has heightened the risk major incidents pose to revenue and reputation, and IT teams are acting accordingly, responding up to 63% faster than they were 4 months ago, despite having to handle up to three times the number of incidents.

This ‘hyper-care’ mode, while effective short-term, means pulling resources from non-essential features and innovation projects just to keep the lights on, and can lead to both employee burnout and product stagnation. In order to make the necessary transformation of systems and culture to unleash the potential of their remote teams, today’s technology and operations leaders need to streamline the way they identify, contextualize, and prioritize incidents, collaboratively and remotely.