Calculating the ROI of AI on your service desk
Why you need to calculate the ROI
AI on the service desk sounds promising, but your CFO wants numbers. A clear ROI calculation makes the difference between an approved project and a rejected proposal.
The basic formula
The ROI of AI automation revolves around three variables: cost per ticket, time savings per ticket, and the percentage of tickets that can be automated.
Step 1: Determine your cost per ticket
Add up all your service desk costs (salaries, tooling, overhead) and divide by the number of tickets per month. For many Dutch organizations, this falls between EUR 15 and EUR 35 per ticket.
Step 2: Measure the time savings
AI automation saves an average of 5 to 8 minutes per ticket through faster classification, instant knowledge base suggestions, and automatic routing.
Step 3: Calculate the automation potential
Of all tickets, typically 30 to 50 percent are suitable for (partial) automation. These are the repetitive, known issues.
A calculation example
Assume your service desk processes 2,000 tickets per month at EUR 25 per ticket.
- 40% automation: 800 tickets per month
- Time savings: average 6 minutes per ticket = 80 hours per month
- Cost savings: approximately EUR 4,800 per month
- ITSM Autopilot investment: EUR 399 per month
- Net savings: over EUR 4,400 per month
What you cannot measure in euros
Beyond direct savings, there are indirect benefits: higher employee satisfaction, lower turnover, better customer satisfaction, and a knowledge base that enriches itself.
How to get started
Start with shadow mode to measure your actual automation potential. After two weeks, you have the data to build a business case based on facts, not assumptions.
Conclusion
The business case for AI on the service desk is strong. With an investment of EUR 399 per month, you quickly save a multiple of that in costs and time. The numbers speak for themselves.