When it comes to optimizing IT service management, we’ve all had our share of metrics: length of calls, time to resolution, customer satisfaction, etc.  But there is one metric to rule them all — cost per ticket. What is your full cost per ticket ? (This is full TCO including tools, real estate etc etc)

<10$ / ticket15%

10-20$ / ticket52%

20-30$ / ticket21%

>30$ / ticket4%

Dont know but too much !5%

I would love to automate all those tickets with AI/Automation1%


1.1k views1 Upvote1 Comment

Director in Manufacturing, 1,001 - 5,000 employees
I would recommend you also break it down by country. Your costs may vary

Content you might like

Patch management: to reduce attack surface and avoid system misconfigurations39%

Malware and ransomware prevention: to protect endpoints from social engineering attacks59%

Malware and fileless malware detection and response: to protect against malicious software49%

Threat Hunting: to detect unknown threats that are acting or dormant in your environment and have bypassed the security controls33%

Not planning to change endpoint security strategy9%



Modbus (widely used protocol in industrial automation and control systems)13%

OPC UA (protocol for machine-to-machine communication that is designed for use in industrial automation and control systems)48%

MQTT (lightweight messaging protocol that is designed for use in low-bandwidth, high-latency networks)21%

DDS (real-time publish-subscribe communication protocol that is designed for use in distributed systems)10%

AMQP (messaging protocol that is designed for use in distributed systems)2%

LoRaWAN (long-range radio-wide area network used for IoT, smart cities, and industrial applications)1%

Proprietary protocols (please, comment)4%


656 views1 Upvote

CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.
Read More Comments
40.7k views131 Upvotes319 Comments