Operations | Monitoring | ITSM | DevOps | Cloud

The ticket queue is where a managed service provider's profit either leaks or holds. Every minute a tech spends hunting for context, re-keying time, or chasing a status update is margin you don't get back. The PSA ticketing system is the tool your team touches more than any other, so it's worth understanding how it works before you blame the team for a slow queue.

What are the chances that your business is doing literally everything right? We'll answer for you - the chances are very low. Most companies don't do everything right because it's near impossible to make this happen. There are so many moving parts of a business that are all working at any given time, and it can feel as though there is no way for things to all be working right at the same time.

The sad fact of the world is that most businesses don't truly understand their employees. Many managers think they do, but in reality they're often living in ignorance and not really getting a full picture of what they're thinking and feeling. Because of this, it's critical to use data metrics and proper survey methods. When you have operational and sentiment data telling you what employees are doing and how they're feeling, it allows you to better manage them and understand how they operate. This can reduce turnover and make your entire organisation more effective and efficient.