The AI in Business Podcast Fixing Ticket Noise with AI in Enterprise MSP Operations - with Steve Taczala of Impact Networking
Oct 9, 2025
Steve Taczala, VP of Service Operations at Impact Networking, shares insights on reducing ticket noise in managed service provider (MSP) operations. With a wealth of experience in IT workflows, he discusses the detrimental effects of non-actionable alerts and quantifies ticket noise impact. Taczala emphasizes the importance of staging platform migrations and aligning capabilities before implementing AI. He also highlights essential metrics to prove AI's value and reassures that AI can enhance, rather than replace, jobs in the tech sector.
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Ticket Noise Is A Major Hidden Cost
- Ticket noise in MSP service desks often stems from immature intake systems and poor alert thresholds that create non-actionable tickets.
- Steve Taczala estimates 10–15% of ticket volume is noise, which scales into thousands of distracting tickets in large MSPs.
Stabilize Processes Before Platform Migration
- Stabilize core service processes before migrating platforms or adding AI features.
- Ensure the new platform can prioritize and route tickets so outages get triaged before low-impact requests.
Measure Against A Service Framework
- Build a service framework and tie processes and KPIs back to it to measure platform and AI value.
- Track ticket types, priorities, and client-level performance metrics to prove operational improvements.