Access IT Automation Blog

According to a Zendesk study, organizations receive an average of 492 tickets per month — 69% of which could be resolved with a single touch. On average, these tickets cost $15.56 per ticket and take more than 24 hours to first respond. Based on my experience, it could take an additional 2-3 days to get the ticket resolved after the initial response has been sent.

Considering that the majority of tickets could be resolved within minutes rather than a full day, there is much room for improvement. Without improvement, there are drastic consequences for your organizations: 22 minutes of lost productivity per day per employee! And lost productivity means lost revenue.

One of the biggest objections that IT professionals and executives face when trying to sell Endpoint Management Automation is: "WHY do we need it?" While the question from an executive management point of view is understandable, it can be frustrating as well. Deep down you are convinced of the benefits this will bring, but how can you convince them?

The good news is that this objection is easily answered by cold, hard numbers that can prove, without a shadow of a doubt, that implementing endpoint management automation isn't only a good idea, but will show tangible business results in terms of hard and soft saves. 

While every situation is unique, there are some crucial IT help desk key performance indicators that allow you to create a waterproof business case quickly and easily. 

How many times this month have you had users complain about a crashed Word session? I venture to guess, too many times! An important application like Word crashing is frustrating for any non-technical end user — but it also slows them down significantly, leading to hours of reduced if not completely stalled productivity.

Between trying to fix it themselves and asking their co-workers for help before finally opening up an IT ticket, 20 to 30 minutes might have already passed unproductively. Once the ticket is created, the user has to wait for the fix to be deployed. Depending on IT's workload and the priority of the user / problem, this can take several hours. No wonder your employees would rather clean toilets!