$ Per Hour

$ Per Hour

$ Per Hour

$ Per Hour

(Hands on Keyboard per event)

% of Requests fulfilled automatically

Are you actively shifting use cases from L2 to L1?

(Hands on Keyboard per issue)

Are you actively shifting use cases from L3to L2?

What percentage of tickets are accurately escalated by L1?

How many form fields are on the incident record that your ServiceDesk has to fill out?

What % of form fields are critical to the submission process? Or what % of required fields have been accurately captured?

Is there an active initiative to review and confirm that all present fields are required, and that all required fields are present on your Incident form?

What % of your hardware is collected from departing users, and redeployed to new users if it's still in its useful life?

How many pieces of network equipment do you have deployed in your infrastructure?

How many servers do you have active in your environment?

Is your organization leveraging a hardware asset management module, or standard practice?

Is your organization performing Infrastructure Problem Trending

Does your organization, have a dedicated change manager leveraging a change management interface?

How much money is your company losing every hour of an active Major Incident?

Is your organization leveraging an optimized Root Cause Analysis Process?

How many paid software licenses does the average employee have?

How accurate is your software license footprint? The industry average is 80%-85%

Is your organization leveraging a standard Software Asset Management tool or practice?

How many Paid licensed pieces of software are active in your environment? This includes Commercial Off the shelf, and SAAS.

Is your company validating application functionality to prevent redundancy?

Does your company leverage an APM method or platform module?

Is your company leveraging a standard release management tool methodology?

How many written approvals are integrated into your software SDLC cycle?