1. What is Mean Time to Resolution?

Mean Time to Resolution (MTTR) is a key performance indicator that measures the average time required to resolve incidents or issues. It provides valuable insights into the efficiency of support teams and problem resolution processes.

2. How Does the Calculator Work?

The calculator uses the MTTR formula:

Where:

• \( \text{Total Resolution Time} \) — Sum of all resolution times for incidents (hours)
• \( \text{Incidents} \) — Total number of incidents resolved (number)

Explanation: This formula calculates the average time it takes to resolve each incident, providing a clear metric for service performance evaluation.

3. Importance of MTTR Calculation

Details: MTTR is crucial for measuring service desk efficiency, identifying process bottlenecks, improving customer satisfaction, and optimizing resource allocation in IT service management.

4. Using the Calculator

Tips: Enter total resolution time in hours and the number of incidents. Ensure all values are valid (resolution time ≥ 0, incidents > 0). The calculator will provide the average resolution time per incident.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good MTTR?
A: A good MTTR varies by industry and incident severity, but generally lower values indicate better performance. Typical targets range from 2-8 hours for standard incidents.

Q2: How is resolution time measured?
A: Resolution time is typically measured from when an incident is reported until it is fully resolved and confirmed by the user.

Q3: What factors affect MTTR?
A: Factors include team expertise, process efficiency, tool capabilities, incident complexity, and available resources.

Q4: How can MTTR be improved?
A: Improve through better training, streamlined processes, effective knowledge management, and appropriate tool implementation.

Q5: Is MTTR the same as MTBF?
A: No, MTTR measures resolution time, while MTBF (Mean Time Between Failures) measures reliability between incidents.