Triage that helps the technician start sooner
A fictional business supports a defined set of existing applications. Recurring tickets arrive without enough context. Technicians repeat the same initial checks.
- Proposed workflow
- Capture the symptoms · Classify the ticket · Prepare approved checks · Technician resolves
- Human control
- A technician authorises configuration and access changes.
Human effort per month
Hours · review included15% less human effort under these assumptions. This is not cash savings.
Workload mix
- Routine incidents60%
- Access questions25%
- Vendor escalation15%
Assumed distribution, not measured activity.
Inspect the data, calculation and pilot decision
| Input or calculated measure | Illustrative value |
|---|---|
| Monthly in-scope volume | 160 support tickets |
| Before: human minutes per item | 30 |
| Proposed: human minutes per item | 24 |
| Additional operating hours per month | 4 |
| Baseline human hours per month | 80 |
| Proposed human hours per month | 68 |
| Net capacity change per month | 12 hours |
| Illustrative pilot window | 4 weeks; not a delivery commitment |
| Assumed mix: Routine incidents | 96 items |
| Assumed mix: Access questions | 40 items |
| Assumed mix: Vendor escalation | 24 items |
Calculation: 160 × 30 ÷ 60 = 80 baseline hours. Proposed: 160 × 24 ÷ 60 + 4 operating hours = 68 hours.
Pilot decision: Does human effort decline without increasing repeat incidents or unresolved tickets?
Limit: A modest benefit may favour an existing tool or process change. No response-time or support-hours commitment is implied.
Fictional worked example. Future human handling includes review, exceptions and corrections; operating hours are additional. Compare the same workload before drawing a conclusion.