Topic
9 posts on IT ROI.
IT ticket deflection rate counts L1 tickets, not hours. The metric that exposes the L2/L3 investigation backlog your dashboard marks as resolved.
Read post →IT ticket cost per resolution, built for the CFO: a fill-in TCO model for labor, downtime, escalation and tooling, and how it changes the buying decision.
Read post →IT ticket cost is usually measured at close. Here is the queue-cost model: what a ticket accrues per day while it waits, as CFO-ready TCO math.
Read post →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 →The ROI of IT automation in the one block a CFO will actually read: avoided operational cost against a flat per-technician line, and why 49% of approved deals die.
Read post →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 →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 →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 →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.
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