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%
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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%