Surge in incidents post WFH: Guess which sector is leading...

Even though there are no major service failures, the user experience is getting compromised significantly

Surge in incidents post WFH: Guess which sector is leading...

You do not have to be a news junkie to know that most of the organizations globally have switched to work from home (WFH), in the wake of spread of COVID-19. While many countries, including India, have now initiated a total lockdown, organizations had started shifting to WFH quite some time back, starting end-February and March.

A huge surge in work from home means a huge stress on the networks which in turn has led to a dramatic rise in incidents. These incidents, not to be confused with security incidents such as targeted attacks, are signs of stress to the system because of sudden surge in web traffic or new code or infrastructure introduced to the system. These kind of changes are now pretty common, as the switch to virtual working has been sudden and huge. The robustness of today’s infrastructure has somehow managed to ensure that there are very few complete failures or service interruptions, but nevertheless impact user experience significantly, unless addresses proactively and quickly.

PagerDuty, a San Francisco, US-based incident response platform for IT departments that provides its solution on a SaaS model, to more than 12,000 customers including GE, Vodafone and even collaboration service Zoom, studied how much strain the tech infrastructures that power our digital services are facing, by looking at the incidents that its customers are facing.

The results are revealing in more ways than one.

To begin with, the strain itself is huge.

“Many organizations are under significant stress. Companies in certain verticals are experiencing up to 11x the number of incidents, meaning their teams are likely in crisis mode, handling a huge increase in workload, and constantly taking action to prevent service interruptions,” it said in a blog.

But what is really is surprising about the finding is, it is not the collaboration services platforms, travel or entertainment services that have seen the maximum surge in incidents, but rather, the online learning sector that has seen the maximum—11x—surge, followed of course by collaboration service providers who have seen 8.5x surge.

It could mean one of the two things or both—online learning has seen the biggest surge in usage OR it was not prepared enough OR both.

What is your mechanism for ensuring that there is no drop in user experience when working from home?


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