Hear from Majestic CEO Tal Evans
Rethinking IT: It’s Not About Uptime
For too long, IT performance has been measured by system uptime, ticket closure rates, and internal productivity metrics. While these indicators have their place, they miss the bigger picture.
The real value of IT isn’t in how quickly support tickets are resolved. It’s in how little employees need to raise them in the first place.
What Really Matters?
Modern IT should be judged by the time it gives back to employees, the satisfaction users feel when interacting with systems, and the efficiency gains it enables across the business.
- How much work time is saved through automation, self-service, and smarter tools?
- Are employees empowered by the systems they use or merely tolerating them?
- Does IT accelerate delivery, improve service outcomes, and enhance employee experience?
These are the questions that matter. Because the ultimate goal of IT isn’t just to support the business, it’s to elevate it.
From Support to Strategic Enablement
When IT is done right, it becomes invisible. Not because it’s absent, but because it’s seamless. It enables people to do their best work without friction. It anticipates needs, reduces complexity, and drives innovation.
So let’s stop measuring IT by how well it reacts, and start measuring it by how well it prevents the need to react at all.
