The True Cost of IT Incidents

A dollar saved is a dollar earned. We often talk about IT incidents as interruptions to

service. But as an ITSM Master, I can tell you, the reality is far more impactful and

expensive than a momentary pause. Every incident isn't just a technical glitch; it's a drain

on resources, productivity, and ultimately, our bottom line. Think about it:

Direct Labor: The time our Service Desk and support teams spend diagnosing, escalating,

and resolving. Lost Productivity: Every minute a user or an entire department is unable to work

effectively because of an incident. Tooling and Infrastructure: The systems supporting our incident management

process. Reputation: The impact on internal and external customer satisfaction.