This is an illustrative example built from representative data — not a real company or a customer result. It shows the structure, depth and tone of the report you receive.
Example internal IT team
220 employees
Team size
4-person IT team
Monthly demand
~850 tickets / month
Executive summary
Headline metrics look healthy — first response is fast and SLAs are largely met. Underneath, though, end-to-end resolution is slow, driven by a concentration of ageing tickets in a few categories, a high volume of repeat access requests handled manually, and reporting that measures acknowledgement rather than progress. The platform isn't the constraint here; the operating model is. The changes below are sequenced to reduce demand and shorten resolution without replacing any tooling.
Priority findings
Evidence
A high proportion of monthly demand relates to recurring software and access requests — the same handful of request types, over and over, each handled manually.
Recommendation
Move high-volume access requests into structured service catalogue workflows and automate appropriate approval and routing steps.
Evidence
A small number of ticket categories account for a disproportionate share of tickets older than 14 days. The backlog isn't everywhere — it's parked in a few specific queues.
Recommendation
Create category-level ownership and a weekly ageing review focused on the highest-contributing queues.
Evidence
Tickets receive a fast initial acknowledgement, so first-response SLAs look healthy — but there are long gaps between meaningful analyst actions afterwards.
Recommendation
Add work-in-progress and ageing measures alongside first-response SLA reporting, so end-to-end delay becomes visible.
Evidence
Predictable, high-volume demand is still routed by hand, adding a first-touch delay before work even reaches the right person.
Recommendation
Standardise categorisation and introduce routing rules for predictable high-volume demand.
Priority matrix
High impact · lower effort
High impact · higher effort
Medium impact
90-day roadmap
Days 1–30
Stabilise
Days 31–60
Reduce demand
Days 61–90
Automate and measure
Your report is built from your service's real evidence — ranked findings, the numbers behind them, and a 90-day plan you own. £995, delivered within 7 days of receiving the agreed audit evidence.