IT Operations has always been difficult. There is always too much work to do—and not enough time to do it. The frequent interruptions and high levels of toil certainly don’t help. Moreover, there is relentless pressure from executives that question why everything takes too long, breaks too often, and costs too much. In search of improvement, we have repeatedly bet on new tools to improve our work.

Using anonymized data from 50,000 incidents, the Incident Benchmark Report reveals insights into the when, what, who, and how behind incidents and highlights behaviors that correlate to faster response times.