What does Mean Time to Resolve (MTTR) measure in support services?

Mean Time to Resolve (MTTR) measures the average time required to repair a configuration item (CI) or an IT service after it has failed. This metric is crucial in support services as it helps organizations assess the efficiency and effectiveness of their incident resolution processes. By focusing on the average time taken to fix issues, MTTR provides valuable insight into how quickly services can be restored to normal operations, which in turn can impact customer satisfaction and overall business performance.

In the context of support services, understanding MTTR enables teams to identify areas for improvement in their troubleshooting and service restoration processes. It allows for the analysis of common failures, guiding enhancements in both preventive measures and response strategies.