Operations | Monitoring | ITSM | DevOps | Cloud

The world is increasingly digital. The U.S. Census Bureau estimates e-commerce grew 14.2% from 2020 to 2021, for a total of $870.8 billion in sales. And just look at the trends in remote work. According to a FlexJob and Global Workplace Analytics report, remote work has grown 44% over the last five years and an astonishing 159% over the last 12. Indeed, much of America relies on a slew of digital apps and services to get business done every day. So what does this mean for businesses?

There are a common set of key performance indicators for incident management, such as MTTR and MTTA. What do these metrics mean, and why are they important?

According to Norton’s Cyber Safety Pulse Report, India faced over 18 million cyber threats in only Q1 2022, roughly 200,000 threats every day. Of the bulk, 60,000 were phishing attempts, and 30,000 were tech support scams. For perspective, phishing attempts around the world during the same period counted for approximately 16 million. CERT-In also reported over 2.12 lakh (~0.1 million) cybersecurity incidents until February 2022.

The managed services provider (MSP) industry is at a pivotal moment in its history. With data management, security, and privacy regulations getting strengthened and added to the books all over the world, and with awareness of the risks associated with those issues on the rise, MSPs must take their role in compliance seriously. Any failure to do so will put individual MSPs at a competitive disadvantage, and incidents involving MSPs will be a stain on the industry’s reputation.