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Home › Webinars › The IT leader’s new scorecard for the era of AI teammates

AI in IT
Thought leadership

The IT leader’s new scorecard for the era of AI teammates

Design metrics around autonomous resolution and business outcomes

Date: October 15, 2026
Time: 10:00 am ET
45 min

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In this webinar you’ll learn about:

  1. Why to retire service-desk metrics that reward activity, and replace them with measures of autonomous resolution and business outcome.
  2. A four-layer scorecard (resolution, friction, leverage, trust) to benchmark AI performance in your own environment.
  3. The operating habits that separate high-performing IT teams and MSPs from organizations whose AI pilots stall.


Most IT organizations are still graded on a scorecard built for human-only service desks: ticket volume, first response time, utilization, CSAT. Those measures reward activity, not resolution, and they break down exactly where AI changes the economics.In this complimentary webinar, Atera's VP of IT Gai Hanochi walks through what actually happened inside his own department: what he changed about employee experience and help desk service, which metrics he threw out, which ones he put in front of the executive team instead, and how he kept technicians motivated through a shift that removed a large share of the work they were hired to do. His story anchors a four-layer scorecard for measuring IT performance when AI agents carry a meaningful share of the queue. Join us to start building your own AI-era scorecard.

Featured next-gen speakers:

Danielle Fox
Danielle Fox
Principal Account Manager
Gai Hanochi
Gai Hanochi
VP IT