Disruption of Information Technology (IT) can impede the business of an organization. In this case, major incidents occurred in XYZ organization in which it could not restore the services of business immediately after its data center endured an electrical outage. The speed of services restoration depends on how quickly the organization identifies the incident and how well it is prepared. Therefore, the top level management of XYZ organization expects a tactical and systematic step in anticipating and handling disruptions to all IT services. Based on these conditions, this research aimed to study the main factors of IT disaster recovery problem to provide recommendations for improvement. The IT disaster recovery problem can be identified by 4 (four) factors, which are technology, organization, environment and individual. In order to find out the problem, this study used interviews with respondents who involved in major incident and information from documents related with service recovery. In order to know the factors or sub-factors that significantly affect the recovery of services, this research used Analytic Hierarchy Process (AHP) techniques for weighting factors or sub-factors to obtain influence factor of IT disaster recovery. The AHP result of the highest weighted factor is the organization, and the highest weighted sub-factor is the perception of business continuity benefit. Recommendations were formulated based on literature study and then the result of literature study was validated through Focus Group Discussion (FGD) and experts. The results of this research provide recommendation for improvement of the problems using the most suitable ITIL approach.