Which metric would not be included in Mean Time to Resolve (MTTR)?

Mean Time to Resolve (MTTR) is a critical metric used in IT service management that measures the average time taken to resolve an incident or restore service after a disruption. To fully appreciate why the specified answer is correct, it's important to understand the components typically included in the MTTR calculation.

MTTR primarily encompasses the time directly associated with resolving an incident. This includes the time taken to diagnose the issue, the time taken to restore the service, and any time spent completing follow-up actions that might be necessary after service restoration, such as ensuring that systems are functioning correctly and preventing future occurrences.

Conversely, the time to recover from a service failure is broader and often relates to the overall service continuity and business recovery efforts rather than the immediate resolution of a specific incident. This timeframe typically involves processes that lie outside the direct scope of MTTR, which focuses on incident resolution. Recovery might include extensive business continuity planning or changes in systems architecture to prevent future issues, which go beyond simply resolving an individual incident.

By delineating what is encompassed in MTTR, it becomes evident that the time needed for comprehensive recovery from a failure is not a direct factor in calculating the average time taken to resolve an incident, making it the correct choice for this question.