Gartner Research

Why Business Leaders Don’t Care About the Cost of Downtime

Published: 09 April 2019

ID: G00377088

Analyst(s): Mark Jaggers , David Gregory


I&O leaders are often on a misguided mission to find mythical cost-of-downtime numbers, which leads to a lack of credibility and, ultimately, a denial of necessary funding. Focus instead on impacts that matter to the business.

Table Of Contents
  • Key Challenges



  • Identify If Any Transactions Could Be Lost to Competitors or Time, as Retried or Delayed Transactions May Have Zero Impact
  • Determine If There Is a Seasonal Nature of Any Specific Business Process to Find Possible Impacts From Outages
  • Focus on Impacts to Stakeholders of the Business and How Those Relevant Outcomes Are Directly Impacted by the Loss of IT Services
  • Determine When an Outage Becomes Impactful by Understanding What Your Outage Duration Thresholds Are
  • Use Hard, Quantifiable Metrics to Measure Impacts From an Outage

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.