Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? Well, we start by measuring another metric – tickets per user per month. Let’s say, for example, that we handled 10,000 tickets last month and supported 8,000 users. 10,000 tickets divided by 8,000 users equals 1.25 tickets per user per month. Now let’s assume that a year later at the same service desk, we are handling 9,000 tickets and supporting 8,500 users. 9,000 tickets divided by 8,500 users equals 1.06 tickets per user per month. To estimate how many tickets are being prevented each month we can multiply the reduction in tickets per user per month by the number of users supported: 0.19 tickets per user per month prevented x 8,500 users is 1,615 tickets prevented per month! Why is this important? Last year in North America, the average cost of resolving a ticket at level 1 was about $22. To continue with our example, 1,615 level 1 tickets prevented per month will save an estimated $35,530 per month in direct support costs – 1,615 tickets prevented multiplied by $22 per ticket! Learn more in the HDI Metric of the Month!
