Why We Measure Tickets, Not Problems Prevented

The article discusses how measuring tickets, not problems prevented, can be misleading. It highlights that productivity is often measured by what can be counted, such as tickets closed, but not by what cannot be counted, like the thinking that prevented incidents. This can lead to a narrow focus on metrics and overlook the actual work being done. To improve this, the article suggests considering alternative metrics that capture the value of work that doesn't produce a number.