Percent of cases caused by infrastructure incidents



I am wondering if there are any support leaders tracking the % of incidents caused by private/public cloud problems. I am trying to understand what "good" would look like for a mature saas company and what % of cases tied to cloud issue would raise alarm.


  • Carlos Alves
    Carlos Alves TSIA Administrator, Moderator, Founding Member | admin

    Hello @Robert McGinness . That's an interesting analysis. Running Problem Management's root cause analysis would be essential to establish this data correlation. What we did informally was to follow up on websites that monitor public cloud applications availability to make sure the "fault is not on our side."