Early in my career, I learned that you can make any metric turn green if you try hard enough. Fresh out of university, I asked the IT department director how I could add more value. He showed me an email that came in every week. Our department had one of the worst IT incident SLA metrics globally. As an eager graduate, I saw my chance to shine. I dug into the numbers and discovered something interesting: if you put a ticket on hold, the clock stopped. So I created a one-page