Incidents and outrages happens. However, they don’t impact all organizations equally. To explore the differences, EMA kicked off 2024 with a research initiative focused on incident response, management, and prevention.

In this research on incident management, there was a very high correlation between the combination of automation, AI, and unified platform use and the resultant quality of IT service delivered, incident response effectiveness, and well-defined processes that are not only well-documented, but also consistently used.