Measure hand-offs, not only tickets
Ticket volume tells you work arrived. Hand-off metrics tell you whether digital operations can finish it.
Ticket counts describe intake. Hand-off metrics describe whether work moved: from triage to execution, from change window to verification, from recovery to clear. Application analytics should emit markers for those transitions — not only for failures.
Without hand-off signals, post-incident reviews invent timelines from chat. With them, you can compare disruptions on time-to-clear and spot processes that routinely stall between teams.
Instrument hand-offs with the same care you give error events. Pair them in reviews. Operations intelligence improves when completion is a first-class signal.