By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.
COPY Deloitte and Twine partner to secure IAM for the Modern Cyber Era Copy
Security gaps. Tool sprawl. Overwhelmed teams. Modern cybersecurity deserves better - and that's exactly why we built this partnership.
Alex Ticketing ROI Calculator
Prepared for Teknor Apex · August 2026
Twine · Alex for IAM · Ticketing ROI
What is Alex worth on your ticket queue?
Six sliders, one number. Set them to the organisation in front of you and the annual value updates live. This is the ticketing case on purpose, because tickets are the one thing everyone can actually quantify.
An estimate, not an invoice. Nobody can tell you to the dollar what a ticket costs to work. So the ticket counts and rates start from real data, the minutes per ticket and the hourly rate are assumptions you set, and the number moves with you. The customer fills in the blanks; we just give the equation and sensible ranges.
Estimated annual value from ticket handling, your current assumptions
$0 / year
Range across conservative → aggressive assumptions: $0 to $0 per year.
Priced on tickets only. See "value not yet priced" below for what Alex does on top.
0×
Return on the $120K license
0
Specialist hours returned / yr
0
Full-time equivalents freed
The ticket case Drag these
Snap to a preset, or set each lever to the org you are talking to. Green notes are what we actually measured with Alex; they anchor the honest middle of each range.
IAM tickets worked / week
177
20500
A discovery question: how many IAM tickets does the team work in a week? Large enterprises run hundreds to thousands a month. 177/wk is what Alex measured at Teknor. Below ~100/wk the case gets thin, so use it where volume is real.
Share of those Alex handles
65%
11%85%
Measured: Alex can comment on ~80% (the diagnosis, the hard part) and resolve ~60% end to end. On larger, messier queues assume lower. 65% is a blended expected.
Average time invested per ticket
10 min
325
The time the specialist actually spends, not the calendar time to close. Some take 2 minutes, some take 2 hours, so this is an average. 5 to 20 is reasonable; Teknor's incidents measured nearer 20.
Fully-loaded specialist rate
$48/hr
$35$75
Fully loaded, roughly $85K to $120K a year. Healthcare and onshore-only teams run higher, offshore lower. Move it to their reality.
The honest range
Three internally-consistent bundles, so nobody has to trust a single point estimate.
Conservative
$0
0× license
Handled share 55%
Avg min / ticket 7
Loaded rate $42
Expected
$0
0× license
Handled share 65%
Avg min / ticket 10
Loaded rate $48
Aggressive
$0
0× license
Handled share 80%
Avg min / ticket 16
Loaded rate $58
Value not yet priced Upside · never in the headline
The number above is tickets only. Everything here is real work Alex already does that never lands in the ticket count, so it earns nothing in the headline. In the POC, 17 of Anthony's 20 Alex sessions were resolved inline with no ticket opened, roughly 5 for every 1 that became a ticket. We put a rough dollar figure on the two things we can actually size (the work Alex deflects from the queue, and contractor expiration) and leave the rest named but unpriced on purpose.
Investigations resolved inline, no ticket / yr
$0
20/mo300/mo
The M3 role lookups ("what role grants PPS040", "did this user lose roles"), the peer access comparisons, the "who owns this folder", the 90-name audit lists, all answered in minutes and none opened as a ticket. One analyst alone ran ~20 of these a month in the POC; 80 a month assumes the wider team. Held at ~15 min each at $55/hr, a floor, since a real M3 forensic across their 19,600-row sheet runs longer.
Contractors managed
400
03,000
Contractor expiration is a security saver more than a time saver: the whole loop of notifying the reviewer, deciding, and removing access. Large enterprises run a few hundred to a few thousand. Contractors are not charged as identities.
Value per contractor / yr
$20
$5$50
The manager and admin time to manage each contractor's expiration, translated to dollars. ~10 minutes of a manager's month is a sensible default; move it to fit.
Drafts the remediation Alex does not just find the removed role, it writes the approval email to the right manager, ready to send.
Catches over-provisioning Compares a user to a peer and flags the extra access, like a console operator sitting in IT admin groups.
Audit prep in minutes Paste a list of 90 names and Alex returns new hires, job changes, and the matching tickets, work that used to take hours.
Finds the data owner Answers who owns a file share and keeps the correction in org knowledge for next time.
Reporting on the queue Alex analyzes a specialist's own 90 days of tickets, resolution times, categories, and outliers, on request.
Knowledge that stays Alex holds how the org actually works, so a small team stops being the single point of failure.
Add it up
The two things here we can even roughly price, the investigations Alex resolves without opening a ticket and the contractor expirations it manages, come to about $0 a year between them. None of this is included in the hard number above, it is all extra on top.
The bottom line
On the expected assumptions Alex returns $0 a year on ticket handling alone against a $120K license, or 0× its cost. And that is before the instant answers, the contractor expirations, and everything else Alex does that we never price. Set the sliders to the org in front of you and the number moves with you.
Prepared for Teknor Apex · August 2026
