ServiceNow ServiceWatch Economic Impact Study

These services underpin almost every business function, ranging from manufacturing and supply chain through to customer service and online sales. Because of their critical nature, business services need to be highly available and responsive – any disruption has a major financial and customer impact. For example, if an airline reservation system is down for as little as one hour, this can affect more than $2 million worth of customer bookings. Even a more modest failure, such as an outage that prevents a limited number of employees from working, can result in costs in excess of $30,000 per hour. This is in addition to intangible damages such as loss of customer goodwill.
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