8 min read
Cost Per Resolution vs Cost Per Seat: The Pricing Model IT Has Been Missing
Cost per resolution ties IT support spend to outcomes instead of headcount. Why per-seat licensing hides waste, and how the math changes at $1.99.
Read post →Dex Blog
Field notes from the agentic IT shift
We write about what changes when software stops routing IT work and starts doing it — and what the second-order effects look like inside a real org.
9 min read
Least Privilege by Default: How Dex Acts Without Standing Admin Access
Least privilege by default: how Dex executes real M365 work through scoped delegated permissions instead of standing global admin access.
Read post →8 min read
The 3AM Ticket Problem: What IT Leaders Lose to Overnight Downtime
After-hours IT support automation closes the overnight gap your dashboards hide - and what a 3am ticket really costs when nobody is on shift.
Read post →8 min read
The MSP Margin Trap: Why Adding Technicians Kills Your Profitability
MSP profit margin per technician falls as you hire: revenue per tech flattens while loaded cost compounds. Here's the math, and the way out of it.
Read post →8 min read
The 15-Second Relay: Whether Your Champion Can Explain Agentic IT Without You in the Room
How to explain agentic IT to stakeholders in one sentence your champion can repeat — and why 69% of buyers hit a message mismatch without it.
Read post →The app-access backlog: keeping SaaS sprawl and permissions under control with autonomous IT
App access requests and permission reviews pile up in every Microsoft 365 tenant. How an autonomous IT engineer clears the backlog, with an audit trail.
Read post →8 min read
When the CFO Vetoes: The Cost Math That Survives Procurement
The ROI of IT automation in the one block a CFO will actually read: cost per resolution against a seat-based floor, and why 49% of approved deals die.
Read post →Beyond the password reset: 5 everyday IT requests an autonomous engineer closes end to end
Five everyday Microsoft 365 IT requests an autonomous IT engineer resolves end to end - what each one takes, the audit trail, and where a human steps in.
Read post →What a CIO's AI Buying Committee Actually Asks (And Who Kills the Deal)
Agentic IT deals stall in the buying committee, not the demo. The four seats that review the purchase, what each asks, and the proof that answers it.
Read post →8 min read
The Ticket That Never Existed: How to Measure Deflection You Can't See in Your ITSM
IT ticket deflection ROI is hard to prove when Dex resolves before the ticket — here's how IT leaders measure the work that never leaves a ticket behind.
Read post →9 min read
The Rollback Question: What Happens When an Autonomous IT Engineer Gets It Wrong
Autonomous IT engineer safety comes down to one question: what happens when it gets a call wrong? Where a wrong action is caught, contained, and reversed.
Read post →8 min read
Do I Still Need an ITSM If Dex Resolves Before the Ticket? A CIO's Decision Map
Do you still need an ITSM if agentic IT resolves before the ticket? Yes — here's the CIO decision map of what Dex eliminates and what stays the record.
Read post →8 min read
The MSP Tenant Math: What Changes When One Engineer Runs 40 M365 Tenants
What happens to MSP margins when one autonomous engineer resolves L1-L3 across 40 Microsoft 365 tenants, and the technician-per-tenant curve finally breaks.
Read post →7 min read
The Audit Trail Is the Product: Why 'Governed Autonomy' Is the Question CIOs Should Actually Ask
Skeptical CIOs ask 'can I trust autonomous IT?' The sharper question is 'can I prove what it did?' Auditability is what makes autonomy defensible.
Read post →7 min read
What Happens at 2 a.m.: The First 90 Days After Autonomous Resolution Goes Live
A forward-look at the first 90 days after autonomous IT resolution goes live: the quiet queue, the shifted L3 work, and the metrics that actually change.
Read post →8 min read
The L1 ticket that never reaches a human: a password reset in Microsoft 365
A Microsoft 365 password reset traced through Dex Go's investigate, plan, policy gate, execute, and audit loop — where governed autonomy actually lives.
Read post →7 min read
Dex for MSPs is live: what we will show on July 8
Dex for MSPs is generally available now. On July 8 we onboard a client tenant in 4 minutes and watch Dex resolve real L1 to L3 tickets live.
Read post →July 1: what changes in IT when autonomous resolution goes live
Autonomous resolution goes live July 1. Here's the before/after of your first 30 days with an autonomous IT engineer, plus what we'll show live.
Read post →7 min read
The three questions that separate agentic IT from chatbot copilots
Every vendor will call their product agentic at your next demo. Three questions tell you whether it actually investigates, executes, and acts under policy.
Read post →8 min read
The $67,000 day: what Grand Traverse County's IT team did while Dex did the work
The ROI of IT automation, told through one day: how Grand Traverse County unlocked $67,000 in value while Dex did the Microsoft 365 work.
Read post →7 min read
L1 is a tax. Here's how to stop paying it.
Tier 1 volume isn't a staffing problem — it's a structural tax on IT. Here's the math, and the mechanism that removes the work instead of reducing it.
Read post →9 min read
Can You Trust an AI to Run IT? Inside Agentic IT's Guardrails
The honest answer for CISOs: what stops an autonomous IT engineer from doing something dangerous — scoped permissions, human approval, full audit trail.
Read post →8 min read
How MSPs Scale IT Support Without Hiring: The Agentic IT Playbook
MSPs are capped by tickets-per-tech economics. Here's how agentic IT lets one tech cover 2-3x the seats and add clients without adding headcount.
Read post →10 min read
ITSM is a router. Agentic IT does the work. Here's when you need which.
ITSM and agentic IT are different categories solving different problems. Here's the category boundary, and the working model for running both.
Read post →9 min read
The IT helpdesk math: why your Tier 1 costs more than you think
What an IT ticket actually costs — including the parts that never show up on the invoice — and what changes when 90% of Tier 1 work resolves before a ticket is opened.
Read post →7 min read
How Dex Go resolves password requests in Microsoft 365
How to automate password resets in Microsoft 365 — under policy, with full audit, no ticket required. A working approach to the most expensive Tier 1 work.
Read post →10 min read
What is agentic IT? A working definition for IT leaders
Agentic IT is software that investigates, plans, and executes IT work — not just routes or suggests it. Here's a working definition for IT leaders.
Read post →4 min read
Welcome to the Dex blog — and what we mean by agentic IT
Most 'AI for IT' products help humans work faster on their tickets. Dex does the work itself. Here's why we're writing about it.
Read post →