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Mean Time to Resolve (MTTR) is a service level metric for desktop support that measures the average elapsed time from when an incident is reported until the incident is resolved. It is typically measured in hours, and refers to business hours, not clock hours. A desktop incident that is reported at 4:00 pm on a Friday and closed out at 4:00 pm the following Monday, for example, will have a resolution time of eight business hours, not 72 clock hours. Most incident management systems can easily track MTTR.

Please note that we make a distinction between incidents and service requests. A desktop incident is typically unplanned work that requires the assistance of an on-site technician to resolve. Common examples include break/fix requests for a laptop computer, a printer or server failure, connectivity problems, or other issues that cannot be resolved remotely by the level 1 service desk. By contrast, most desktop service requests represent planned work. Among the most common desktop service requests are move/add/change’s, hardware refresh/replacement, and device upgrades. Mean Time to Resolve as discussed in this article refers specifically to incidents, not service requests.

Keywords
Mean Time To Resolve, MTTR, Service Desk KPIs, Desktop Support KPIs, Service Desk Metrics, Desktop Support Metrics
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Jeff Rumburg | MetricNet
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