Your Incident Data Is a Goldmine. Start Digging with Jnana Analytics.

Pinpoint the patterns behind long response/resolve times, aging backlogs, and poor client experience across Incident, Problem, Change, and Service Requests.

We’ve talked to your peers. We know what senior leaders like you care about — and everything we assess ties directly back to those goals.

Reduce Service Disruptions

Address Repeat/Chronic Issues
Strengthen Proactive Problem Management
Review Monitoring Thresholds
Address Performance & Capacity Issues
Address Firmware, Patch, & Currency Management Issues

Improve Client Experience

Improve Client Uptime And Availability
Address Backlog Issues
Address Repeat Issues
Improve First Call Resolution
Reduce L2+ Teams

Improve Response/Resolution Time

Improve Triage/Ticket Documentation
Improve Technical Teams Response Times
Establish Escalation Process For Compliance Issues
Round The Clock SME Coverage
Empower MIO & IM

Senior IT management, including CIOs and Directors, face ongoing pressure to reduce service disruptions while maintaining operational stability and compliance. Constant firefighting leaves little time to analyze the data that explains why incidents keep repeating or why resolution times remain high.

Through ITSM Ticket Analytics, we uncover the systemic issues behind slow response, aged backlogs, and poor client experience — from queue bottlenecks and team handoffs to ineffective change and problem management practices.

Our goal: give leaders clear, data-backed insights and a roadmap to cut disruptions, improve resolve times, and elevate the end-user experience — all while reducing cost and operational effort.

We Heard You

Your ITSM data is talking. Here’s how Ticket Analytics helps.

"Our MTTR keeps getting worse even as we close more tickets."

We correlate incident and problem data to uncover true delay drivers—reassignments, mis-categorization, missed diagnostics, and escalation loops—so you can target what actually lengthens resolve time.

"Our backlog keeps aging, but we can’t see where tickets stall."

We analyze queue aging, holds, handoffs, and shift changes to pinpoint bottleneck stages and hours. Fix the steps that cause waiting—without defaulting to more headcount.

"CSAT is dropping even though our SLAs are green."

We align SLA compliance with survey results and quality signals to reveal hidden issues—like premature closes and repeat contacts—so your metrics reflect real user experience.

“Tickets close on time, yet clients still complain. We’ll show you why—and how to fix it.”

When You Don’t Stay on Top of Tickets, This Happens

Ticket-Level Symptoms

Incident: Rising MTTA/MTTR, long unassigned dwell time, ping-pong reassignments, vague descriptions, priority mis-set, SLA Hold misuse, high reopen/premature closure rates.
Problem: Chronic repeats with stale PRBs, weak RCA quality, actions not implemented/verified, change collisions not logged.
Change: High urgent/expedited volume, failed/rollback changes, CAB bypass, poor risk/test evidence, post-change incident spikes.
Service Request: Aging approvals/fulfillment stages, batching delays, unclear catalog items/ownership, frequent rework at closure.
Service Desk: High wait/abandon, low FCR, misroutes and high dispatch, QA defects, duplicate/duplicate-of tickets.

Structural Causes We Surface

Process & Triage Design: Unclear assignment rules, weak intake diagnostics, no backlog/aging hygiene or reopen review.
Taxonomy & Data Quality: Inconsistent categories/CI & impact/priority, missing INC↔PRB↔CHG links, time-zone & duplicate data issues.
Staffing & Shifts: Coverage gaps at handoff, queue ownership ambiguity, limited L2/L3 availability during peak hours.
Tooling & Automation: Misconfigured routing/auto-assign, noisy/ineffective alerts, SLAs/OLAs not aligned to reality, low use of templates & guided diagnostics.
Governance & Accountability: Weak escalation paths, PIR discipline missing, no SLOs for quality (reopens, bounce loops, documentation).
Knowledge & Self-Service: Outdated articles, low deflection, scripts not embedded in forms, poor survey integrity.
Reporting Blind Spots: “All green” dashboards hide tails—no percentile/cohort views, no backlog-aging segmentation or hour-by-hour heatmaps.

These aren’t isolated fires — they’re measurable patterns. Our ITSM Ticket Analytics pinpoints exactly where work stalls and why, then prioritizes fixes that cut MTTR, shrink backlog age, and lift CSAT.

How We Analyze Your ITSM Tickets for Operational Excellence

We apply a structured analytics model to your Incident, Problem, Change, and Service Request data to reveal where delay, rework, risk, and experience gaps originate—then map fixes that improve MTTA/MTTR, backlog age, and CSAT.

Operational Management Reference Framework

⏱️ Flow & Delay Metrics

Quantify response/resolve times, unassigned dwell, handoffs, queue aging by hour/team/site, and SLA Hold usage to pinpoint where work waits and why.

🧩 Incident & Problem Quality

Detect mis-categorization, ping-pong reassignments, reopen/premature-closure patterns, chronic categories, and RCA follow-through to cut rework.

🛠️ Change Impact & Risk

Link changes to incidents; track urgent/expedited volume, failure/rollback rates, CAB bypass, and test/risk evidence to reduce change-induced outages.

📦 Service Request Throughput

Analyze approval/fulfillment SLAs, batching delays, catalog clarity, ownership, and closure rework to improve request cycle time.

🌟 Experience, Governance & Outcomes

Align CSAT/feedback with ticket quality, validate survey integrity, and expose reporting blind spots—so “green dashboards” match real user experience.

Our Analytical Methods: Turning Data Into Insight

We apply a multi-faceted analytics approach to your ticket data—combining statistical, behavioral, and predictive methods to uncover the *why* behind delays, rework, and client dissatisfaction.

⏱️ Switch Analytics

Identify peaks and bottlenecks in call volumes, queue transitions, and response patterns across your ITSM channels.

📈 Time Series Analytics

Trend MTTR, reopen, and backlog metrics over time to pinpoint patterns tied to releases, staffing, or seasonality.

👥 Client Analytics

Profile ticket behavior by client, segment, or geography to understand who experiences the most delays and why.

💬 Client Experience Analytics

Correlate CSAT and survey data with ticket attributes to surface friction points invisible in SLA reports.

🏷️ Categorical Analytics

Evaluate the impact of categorization and assignment accuracy on efficiency and problem recurrence.

📊 Descriptive Analytics

Summarize what’s happening in your operations—volume, backlog age, handoffs, and triage outcomes—at every level.

🧑‍🔧 Technician / Tower Analytics

Assess team productivity, load balancing, and technical handoffs to uncover skill gaps or misaligned ownership.

🚀 Dispatch Analytics

Track ticket assignment and dispatch efficiency to identify lag between ticket creation and first engagement.

📂 Backlog Analytics

Analyze backlog composition, queue age distribution, and ownership duration to manage long-running tickets.

⚙️ Automation Analytics

Identify automation opportunities by isolating repetitive steps, missed triggers, or manual dependencies.

💭 Sentiment & Semantic Analytics

Leverage language models to interpret ticket notes, survey comments, and escalation text for tone and intent.

🔮 Predictive Analytics

Use machine learning to forecast volume surges, SLA risk, and incident recurrence for proactive mitigation.

How Our Ticket Analytics Engagement Works

We use a focused 4-step process to extract insights from your ITSM data, visualize patterns that drive delay and rework, and deliver a prioritized action plan that improves MTTA/MTTR, backlog age, and CSAT.

1

Discover

Ingest ticket exports (INC/PRB/CHG/SR), SLAs, survey samples, and resolver hierarchy. Align taxonomy, time zones, and data quality.

2

Analyze

Apply flow, backlog, categorical, change-impact, and semantic methods to uncover delay drivers, misroutes, reopen loops, and risk hot spots.

3

Visualize

Publish heatmaps, trend scorecards, and queue aging views by team/shift/category—so leaders can see where work waits and why.

4

Recommend

Deliver a ranked roadmap (8–15 actions) with owners, effort, and impact—targeting faster resolution, smaller backlogs, and better experience.

How Long Will the Ticket Analytics Engagement Take?

Assessing the time investment to transform your ITSM data into actionable insights

⏱️4–8 Week Standard Delivery: We deliver in-depth ticket analytics within 4–8 weeks—providing visibility into trends, bottlenecks, and improvement opportunities without delay.

🧩Flexible Timelines Tailored to You: Engagements can be accelerated or extended based on data complexity, system access, and your team’s availability—without compromising analytical depth.

🎯Our structured yet adaptable process ensures you receive insights when they matter most—empowering data-driven decisions that reduce MTTR, optimize effort, and elevate client experience.

Sample Ticket Analytics Output — Heatmap by Operational Area

Data-driven findings with Red/Amber/Green status and prioritized recommendations.

Red = High risk / chronic Amber = Needs improvement Green = Performing to target

Key Theme	Summary of Finding	RAG	Recommendation
Processes & Procedures	Major Incident Management	Red	Stabilize MIM: define on-call matrix, tighten comms cadence, add duty-manager alerts; target −40% P1 MTTR.
Processes & Procedures	Incident Management	Amber	Reduce delay & rework: fix intake template, auto-route by category/site, review reopen loops weekly; clean up SLA-Hold misuse.
Processes & Procedures	Problem Management	Red	Improve RCA throughput: age-based PRB queue, link INC→PRB→CHG, enforce action verification; target −30% repeat incidents.
Processes & Procedures	Change Management	Red	Control change risk: reduce urgent/expedited, pre-CAB fast track with guardrails, mandatory PIR for failures; track change-induced incidents.
Processes & Procedures	Knowledge Management	Amber	Boost deflection/FCR: curate top 30 articles, embed diagnostics in forms, add feedback loop; monitor article usage vs reopen rate.
Processes & Procedures	Skills Management	Amber	Close skill gaps: heatmap by team/shift; targeted coaching where reopen/bounce loops cluster.
Processes & Procedures	Service Performance — Reporting & Measurements	Amber	Expose the tails: add percentile/aging views, hour-by-hour heatmaps, and cohort tracking; retire “all-green” dashboards.
Technology & Tools	Monitoring & Alerting	Red	Reduce noise & misses: tune thresholds, deduplicate alerts, link alerts to INCs; measure alert→incident precision/recall.
Technology & Tools	Reporting / Analytics Platform	Amber	Centralize analytics: standardized model for MTTA/MTTR, backlog age, reopens, change collisions; single source of truth.
Technology & Tools	Automation	Amber	Prioritize quick wins: auto-triage, assignment rules, approval reminders, closure checks; track % tickets auto-handled.
Management & Governance	Weekly Service Performance	Amber	Institutionalize review: weekly hotspots (queues, hours, categories) with actions/owners; publish scorecard.
Management & Governance	Governance & Escalation	Amber	Clarify ownership: SLA for handoffs, duty-manager coverage at peaks, explicit reopen accountability.
Management & Governance	Monthly MOR	Amber	Connect ops to outcomes: tie improvements to cost/experience KPIs; track realized impact vs plan.

Deliverables That Drive Real Change

Concrete outputs from our Ticket Analytics engagement—built to move MTTR, backlog age, and CSAT.

Insightful Findings

Data-backed observations that pinpoint delay drivers—misroutes, handoffs, reopen loops, SLA-Hold misuse, and surge windows.

Heatmaps & Dashboards

Queue-aging, hour-by-hour, and team/cohort views—so leaders can see where work waits and why.

Root Cause Analysis

Correlate INC↔PRB↔CHG, identify change-induced incidents, and validate RCA follow-through to stop repeats.

Maturity Snapshot (Optional)

Lightweight score across Operations, People, Tools, and Leadership to frame change readiness.

Prioritized Recommendations

8–15 actions ranked by impact and effort—covering intake, routing, knowledge, change risk, and automation.

90-Day Action Plan

A pragmatic roadmap with owners and milestones—quick wins first, then structural fixes.

Optional Enablement

Implementation support, coaching, and MOR (Monthly Ops Review) cadence to sustain improvements.

Tangible Results from Ticket Analytics

30%

Reduction in
Incident Volumes

Fewer recurring incidents and faster first-time fixes from better triage accuracy.

CSAT Increased
from 65% to 90%+

Analytics revealed root causes of poor experience and enabled measurable service quality gains.

70% Faster
Resolution of P1 Issues

Bottlenecks in assignment and escalation loops were removed through predictive analytics.

Contact Us To Get Started!

Unlock your team’s potential and elevate their performance through our ITSM Analytics Assessment!

Contact Us:

Email: info@jnanaanalytics.com

Phone: +1-249-288-1493

Website: https://www.jnanaanalytics.com

Please feel free to reach out to us for any inquiries, questions, or collaboration opportunities.
We look forward to hearing from you!

Take advantage of our exclusive offer for a free, limited assessment. Contact us today!