Case Studies

Challenge

A mid-size government contractor was spending 3+ weeks screening IT support candidates using resume reviews and phone interviews. Over 40% of hires failed to meet performance expectations within the first 90 days.

Solution

The contractor deployed OpsTicket terminal assessments as a pre-screening step. Candidates completed real-world scenarios involving Active Directory management, Linux troubleshooting, and network diagnostics in sandboxed environments.

Results

• +68% reduction in time-to-hire for IT support roles
• +90-day attrition dropped from 40% to under 12%
• +FISMA compliance maintained throughout the assessment process
• +Cost per hire reduced by $4,200 on average

Challenge

A managed service provider with 12 regional offices had no consistent method for evaluating technician skills. Each office used different interview questions, leading to inconsistent service quality and client complaints.

Solution

OpsTicket provided a standardized assessment library covering help desk triage, server administration, and cloud infrastructure. All offices used identical evaluation criteria scored by OpsTicket AI.

Results

• +Consistent hiring standards across all 12 locations
• +Client satisfaction scores improved 23% within 6 months
• +Assessment completion rate of 94% among candidates
• +Reduced reliance on costly third-party technical interviewers

Challenge

A state university IT program needed to verify that graduating students could perform real-world IT tasks, not just pass written exams. Employers reported that graduates lacked practical troubleshooting skills.

Solution

The university integrated OpsTicket assessments into their capstone course. Students completed terminal-based scenarios mirroring actual IT support environments, and faculty reviewed AI-generated competency reports.

Results

• +Employer satisfaction with graduates increased 35%
• +Students identified specific skill gaps before graduation
• +Program earned industry recognition for practical assessment methods
• +Job placement rate for graduates improved from 72% to 89%