Why is 80% of business productivity lost by 13% of tickets?

In our recent Global IT Experience Benchmark Report we made a remarkable finding about the end-users perceived lost productivity for IT incidents. Based on a sample of more than 7 900 000+ responses to IT incidents during a period of 3 years (2019-2022), we found out that only 13% of all tickets stand for a staggering 80% business productivity loss from the IT end-user perspective.

In this episode of Happy in 15 our CEO Sami Kallio and CGO Pasi Nikkanen, tackle this major finding and set out to answer the question "Why 80% of business productivity is lost by only 13% of all tickets?".

In addition, they also discuss how the IT end-users perceived lost time metric represents an excellent opportunity to identify IT areas where business impact is high, with one possible explanation being that the 13% of all tickets that makes up 80% of the lost productivity are most likely complicated tickets. However, this still leaves some questions for the whole ITSM industry to answer, like for example; are we in service management focusing on these tickets enough? And is this one possible explanation for why the watermelon effect exists?

Read the full Global IT Experience Benchmark Report
 

Ready to drive Experience Management in your organization?

Let's talk!


Book a 30-min meeting to discuss your challenges and how Experience Management can help.

Get in Touch
See how HappySignals Platform works

Watch Demo
HappySignals Platform

Ready to get started?

Contact Sales

Contact Sales