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1. Staffing model is a muddle.  Payroll expenses in 1637500 are indeed only for Hardware Service, but an uncertain amount of Help Desk staff also contribute effort to tickets that end up in Hardware; that time is difficult to document.   An accurate cost model needs to take into account the sunk effort of everyone involved. 
2. Metadata fields in RT tickets are not used consistently enough.  These fields are the ones that power our reporting and metrics.  They are the only ones that tell us what kind of work is what within the system of record.  One or two additional fields are needed to give a complete picture in RT of the repair lifecycle (see recommendations below).
3. Free text fields sometimes have haphazard entries.  This causes some consternation when exporting data to Excel for analysis, though Excel can also correct for this using lookup functions to convert as-entered text to canonical values then used for reporting.  (For instance,"Apple", "Mac" and "Macintosh" can be converted to the one entry "Apple", which is how it shows up in SAP reimbursements.  "Lenovo" and "IBM" are another common pairing.) 
4. Some record-keeping and reconciliation is on paper only.  All important numbers matching work done to money received need to be electronically available and reportable, not just hand-written on a paper that is then filed.  The number that connects Apple reimbursements to RT warranty work isthe is the case in point.  We need to record some matching number from the SAP transaction into the RT ticket so we can match up reimbursements with their tickets.

draft Recommendations

To be able to make meaningful measurements of the work being done in the Hardware repair area of the service center, some specific fixes need to be made to certain business processes. 

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