Most IT scorecards were built for a different era, when the service desk was the center of operations and success was measured by how quickly you could respond to tickets.

But that mindset reinforces the wrong behaviors: reacting instead of preventing, escalating instead of resolving, and measuring activity instead of outcomes.

IT leaders are under pressure to do more with less: to cut noise, reduce costs, and improve experience while accelerating transformation. That means we need a new way to measure progress.

Enter the Zero Ticket IT Scorecard: a practical, forward-looking framework to benchmark your maturity across 10 critical dimensions that focus not on how many tickets you close, but on how few you need to open.

Use this IT scorecard to:

Assess your automation readiness
Identify gaps in speed, scale, and orchestration
Map your journey from firefighting to foresight

Rate each question from 1 to 4, then total your score and see where you stand!

Maturity Assessment Questions

1. How often are incidents resolved without human intervention (e.g., through automation or self-healing workflows)?

Rarely. Most incidents require manual triage and resolutionSome common issues are automated, but it's inconsistentMany incidents are auto-resolved, with human-in-the-loop escalationThe majority of incidents are handled proactively or autonomously

2. Can your IT environment automatically handle high-volume requests like password resets, access requests, VPN issues, or software installs?

No automations in place for routine requestsOne or two requests are automatedSeveral top requests are automated, but not consistentlyAll top 5 ticket types are fully automated and resolved without tickets

3. To what extent are your ITSM, monitoring, observability, and infrastructure tools integrated to enable end-to-end automation?

Tools operate in silos with no real-time coordinationSome tools share data but require manual handoffsEvent-driven automation is possible across some systemsTools are fully integrated, and workflows trigger autonomously across the ecosystem

4. How easily can your team build, test, and launch new automation workflows?

We rely on custom scripts and niche developersWe use low-code tools, but development is slowWe have a few power users building workflowsAnyone can build with AI assistance and launch in hours, not weeks

5. Do you have visibility into which types of tickets or alerts should be automated next?

No insights into ticket patterns or automation opportunitiesWe occasionally analyze ticket trends manuallyWe have reporting tools, but they’re not used consistentlyWe use AI or analytics to continuously identify high-ROI automation targets

6. How often do users resolve their own IT issues via self-service, virtual agents, or proactive notifications without needing a helpdesk ticket?

Rarely. Almost all support flows through the service deskWe have a portal, but adoption is lowWe offer chatbots or some self-service workflowsMost routine issues are resolved instantly via automation and virtual agents

7. What happens when your monitoring tools or observability platform raise an alert or alarm?

Every alert creates a ticket that goes to L1Some alerts trigger notifications or suppressionWe use alert enrichment and limited auto-remediationAlerts trigger fully automated root cause analysis and resolution workflows

8. How much has automation helped reduce your average resolution times or improve SLA adherence?

No measurable change from automation Slight improvements in specific areasMTTR is down across some key servicesAutomation has driven major gains in SLA performance and resolution speed

9. Do your automation workflows incorporate access controls, audit logging, and policy enforcement?

Governance is manual or ad hocSome basic controls are in place (e.g., approval flows)Most workflows include RBAC and audit trailsGovernance is automated and built into every workflow

10. Do you have visibility into the business impact of automation, like cost savings, FTE hours saved, or ticket deflection?

We don’t currently measure impactWe track activity, but not business outcomesSome metrics are reported, but not consistentlyROI dashboards show clear impact across key metrics

Want to Discuss Your Results?

First Name*

Last Name*

Business Email*

Job Title*

Company*

Phone*

Country*

State*

By submitting this form, you agree to receiving communications from Resolve. If you prefer not to receive communications, you can opt out at any time. View our Privacy Policy for more information.

We're excited to discuss the results of your Zero Ticket Scorecard with you. You will receive an email with your answers, and a Resolve team member will be in contact with you soon to set up your meeting.

Oops! Something went wrong while submitting the form.

By clicking "Ok, got it", you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.

Ok, got it