Measuring Effective Utilization of a Service Practitioner for Ticket Resolution Via a Wearable Device

Methods, systems, and computer program products for measuring effective utilization of a service practitioner for ticket resolution via a wearable device are provided herein. A computer-implemented method includes determining one or more keywords related to multiple information technology action item categories; matching the determined keywords to a set of keystroke data, wherein the keystroke data are captured (i) by a remote device associated with an information technology action item practitioner (ii) over a fixed duration of time; computing, based on said matching the amount of the fixed duration of time spent by the information technology action item practitioner attempting to resolve an information technology action item from among the multiple categories; and outputting the computed amount of time to at least one user.