Mean Time to Resolve (MTTR)
IT – average time from IT incident detection to full resolution
What is Mean Time to Resolve (MTTR)?
Mean time to resolve is the average time from an IT incident being opened to it being resolved. It shows how quickly the IT team restores service.
Shorter resolution reduces disruption to the business, so it is a core service performance measure.
How this KPI is measured
- Function
- Information Technology
- Sub-function
- Service Management
- Industry
- All Industries
- Type
- Lagging
- Impact
- Quality
- Unit
- hrs
- Measurement frequency
- Weekly / Monthly
- Formula
- Sum of time from incident opened to resolved / Number of incidents resolved
How to calculate it
Add up the time from incident opened to resolved and divide by the number of incidents resolved.
For example, if 200 incidents took a combined 800 hours to resolve, MTTR is 4 hours.
Split by priority, since urgent incidents should be resolved much faster, and look at the longest cases as well as the average.
Where it is used
Improving service restoration
Reduce downtime.
Finding bottlenecks
See where incidents stall.
Meeting service levels
Track targets.
How to improve it
Tips and common mistakes
- Averages hide long cases. Look at percentiles too.
- Segment by priority.
- Use with incident count.
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