04 Jun 2026
Lost Time As Service Evidence
Lost time is a practical service signal. It shows where customers and teams spend effort outside the formal workflow. When combined with comments and ticket movement, it reveals where improvement will be felt fastest.
Related specialism: service-transformation
Ticket closure can hide the effort needed to reach that closure. Lost time helps leaders distinguish between work that is completed and work that was easy to experience.
Performance metric: reduce repeated explanation and waiting without clarity in the highest lost-time journey.
| Lost time source | Evidence | Improvement route |
|---|---|---|
| Waiting | No useful update | Improve communication triggers |
| Rework | Customer repeats context | Improve knowledge capture |
| Escalation | Normal route lacks confidence | Clarify ownership |