Clare Langley
Service Transformation & Customer Experience LeaderLondon / Kent / Remote
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IT service evidence

How much is IT downtime really costing you?

Most businesses can see ticket volumes. Few know which recurring issue is actually costing them the most. Enter the monthly tickets and average time lost for each type of issue to see a ranked breakdown of where IT lost time is really going.

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Follow the thread to see where the work starts, what changes, and how the evidence becomes useful.

How service improves, in four stages:

01 Notice02 Connect03 Change04 Prove

Which recurring issues affect your team each month?

System or application outages
Slow or unreliable network
Slow PCs or devices
Software bugs or crashes
Login, password or access issues
Email or collaboration tool issues
Printer or other hardware faults
Other recurring IT issues

Your team

Hourly cost per person
£35

Salary, NI, pension and overheads. £25–£45 covers most service roles.

Estimated annual cost of IT lost time
£17,745
Hours per month
42
Hours per year
507
Working days
68

Equivalent to 0.3 full-time people spending their entire year waiting on IT issues to be resolved.

Where this time is going Ranked by annual cost
System or application outages
£3,360
Slow or unreliable network
£3,150
Software bugs or crashes
£2,520
Login, password or access issues
£2,520
Slow PCs or devices
£1,680
Other recurring IT issues
£1,680
Printer or other hardware faults
£1,575
Email or collaboration tool issues
£1,260

System or application outages is the single biggest contributor — the natural place to start on the IT roadmap.

Fixing the top issue alone would save £3,360 a year
Let's talk about what's driving this →

A vague sense of IT frustration is hard to prioritise. A ranked list is not.

This breaks the annual cost down by the issue actually causing it, so the conversation moves from "IT feels slow" to "this specific recurring issue is the one worth fixing first on the roadmap."

49% of unplanned IT downtime is caused by issues that have happened before. Uptime Institute
545h lost per employee per year to poor-performing technology, on average. Unisys
3× more likely to retain staff when recurring IT issues are visibly being fixed, not just logged.
Read the thinking behind this number: Perceived Lost Time in IT Support ↗
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Continue the service conversation.

For senior leadership opportunities, transformation programmes, industry collaboration, and conversations about improving service.

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