What is mean time to resolve?
Mean time to resolve (MTTR) is the service-level metric for IT support services that calculates the average time elapsed from when a problem is reported until the issue is resolved. It is typically measured in hours, and it refers to business hours, not clock hours. For example, an incident that is reported at 3:00 p.m. on a Friday and closed out at 3:00 p.m. the following Monday will have a resolution time of eight business hours, not seventy-two clock hours. Most incident management systems can easily track MTTR. Furthermore, the shorter the MTTR, the higher the availability and reliability of an IT system. From a practical service desk perspective, MTTR becomes more valuable: users expect services to perform optimally for significant duration and also at specific instances. For instance, customers using a particular application expect the services to remain fast and responsive for the entire duration of their usage cycle, especially during critical hours.
To resolve issues quickly, the service desk must gain end-to-end visibility and control into the IT network and assets. Advanced machine learning capabilities minimize MTTR by eliminating alert noise and proactively identify problem root-cause of incidents to help reduce the issue resolution time.