Скачать или смотреть Why IT optimization isn’t just about speed (hello, queuing theory)

Most IT leaders start by chasing faster response and faster resolution. Fixify CEO Matt Peters explains why optimization shouldn’t be gut-driven, and why queuing theory is crucial for IT support. Get a practical breakdown of the help desk metrics that actually matter (and how to use them) 👉 https://www.fixify.com/blog/measuring...

In this video, you’ll learn:

Why variance in ticket size can wreck your SLOs
Why “just automate the longest task” doesn’t always work
How modeling and simulation help IT leaders deal with non-linear effects in the help desk queue
Why the smartest optimization strategy is grounded in data, not anecdotes

==============
KEY MOMENTS:
==============
00:00 Steady state IT, now what?
00:20 Where leaders start optimizing
00:49 Gut feel = bad optimization
01:20 Queuing theory 101
02:00 Ticket variance and SLOs
02:16 Simulation matters

==============
RESOURCES:
==============
• LINKEDIN
  / matt-peters-5984b5  
• WHAT WE DO
http://fixify.com/it-help-desk?utm_so...

==============
ABOUT MATT:
==============
Matt Peters is the CEO and Co-Founder of Fixify, where he’s redefining the IT Help Desk for the AI era. Before founding Fixify, Matt served as Chief Product Officer at Expel, leading engineering and delivery of 24x7 security monitoring. He also held senior leadership roles at FireEye and Mandiant, where he helped pioneer some of the earliest managed detection and response services. Over the course of his career, Matt has worn many hats — software developer, network engineer, team leader, and technologist — but his focus has remained constant: building technology that empowers people rather than overwhelms them. Whether it’s AI-powered service desks or next-generation IT operations, his passion is designing technology with care and craft — the kind that inspires, not alienates.

#fixify #helpdesk #itautomation #itoperations #queuingtheory