confronting the unpredictable in the world of customer contact: strategies for business continuity...
TRANSCRIPT
Confronting the Unpredictable in the World of
Customer Contact:
Strategies for Business Continuity and
Disaster Recovery
Information & Communication Technologies
Industry Analyst Brendan Read
Businesses Rate their ICT Infrastructure
Few businesses perceive their infrastructure and IT operations as
relatively efficient and able to fully address broader business objectives.
They appear most concerned about their ability to support new business
needs, respond to new regulatory requirements, and allow IT staff to
focus on more strategic projects.
Making a convincing business case for BC/DR solutions, based on
hypothetical scenarios, can be a challenge. While an enterprise should
be able to construct an impact model based on potential lost sales and
productivity, the case may weaken when it comes to factoring in
probabilities. The investment in the solution will be based on acceptable
risk, and it is hard to determine acceptable risk without good data
surrounding the likelihood of occurrences.
46%
43%
32%
31%
31%
30%
28%
26%
21%
20%
16%
12%
ICT infrastructure allows to work more effectively
ICT infrastructure helps to deliver a higher level of service
We are able to make effective technology investments
Our IT and business strategies are well aligned
We are adequately prepared for outages and disasters
ICT infrastructure reduces operation costs in my organization
We are able to make timely technology investments
We are able to effectively meet new business needs
Concerned about IT investment ability in next 12 months
Our IT staff can work effectively on more strategic projects
New regulatory requirements are lowering our IT costs up
Supporting new business needs is lowering our costs
The Results
Source: Frost & Sullivan analysis, “UCC Market
Predictions for 2013 and Beyond”
Businesses rate their agreement with the following statements.
Base: All respondents (n=263).
Business Continuity Investment Restraints for
Enterprises
4
Enterprise Business Continuity Investments:
Market Restraints
Importance to Enterprises
Difficulty in establishing business case for solutions High
Limited budget High
Difficulty coordinating plans across departments and
functional areas
Medium
Inherent discomfort with installing idle or underutilized
backup facilities
Medium
Difficulty justifying resource allocation for testing and
continual updates of plan
Medium
Source: Stratecast | Frost & Sullivan
The below exhibit outlines some key market restraints to BC/DR investments and Frost & Sullivan’s
judgments as to their relative importance. While it is difficult to calculate return on investment for a
solution that may never be used, the risks of not investing in effective solutions can be considerable.
The Frost & Sullivan Story
5
Global Perspective40+ Offices Monitoring for Opportunities and Challenges
6
For More InformationExhibit 3Market Restraints
Britni MyersInformation & Communication Technologies
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