03.08.2026 | 5 minute read

Most CIOs know their CSAT score, but almost none know which 13% of tickets are causing 80% of their lost productivity

Call it the watermelon effect: green on the outside, red on the inside: SLAs are met, CSAT looks respectable, and yet, ...

ITXM Employee Experience Videos XLA ITSM Trends Continual Improvement Productivity & Lost Time CIO ServiceNow MSP Service Desk Watermelon Effect CSAT Cost Savings Global IT Experience Report Customer Story

5 minute read

03.08.2026

Call it the watermelon effect: green on the outside, red on the inside: SLAs are met, CSAT looks respectable, and yet, ...

Nobody's dashboard is technically wrong. They're each telling a different, partial story, and trying to figure out the ...

This is one of the most common blind spots in ITXM: the SLA can be entirely, contractually true, while the service is ...