Sample dataSample data — illustrative only. No PSA or Hive services are connected.
Improvement
What the service desk keeps paying for twice, and what would stop it.
Open findings
3
Affected tickets
26
Last 30 days
Avoidable effort
21.2h
Adopted proposals
0
Requires human approval
17 tickets this month experienced the same workflow gap
high confidence
- Pattern
- Change-gated tickets sit unattended because no approval reminder is issued.
- Impact
- Average 3h 40m of avoidable wait per affected ticket.
- Proposal
- Add an approval reminder step after 2 hours of change-gated wait.
17 occurrences · 11.4h avoidable
Mailbox migration failures reopen without recorded root cause
high confidence
- Pattern
- 6 tickets closed without a root cause; 4 reopened within 10 days.
- Impact
- Repeat effort and declining client temperature at Cedar Ridge.
- Proposal
- Require a root cause field before closure on migration-category tickets.
6 occurrences · 7.2h avoidable
Northwind runbook is missing tunnel recovery steps
moderate confidence
- Pattern
- 3 technicians rediscovered the same IKE rollback procedure independently.
- Impact
- Estimated 2.6 hours of duplicated diagnosis.
- Proposal
- Publish the SD-47755 rollback procedure into the Northwind runbook.
3 occurrences · 2.6h avoidable