Search Content
Connect with other members or invite your contacts to the community.
Join an existing group to participate in the group discussions or create a new group of your own to create discussions around topics of interest to you and your work.
Find info or add new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
Resources you may like
  • Share within ITmb

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.

Mean Time To Resolve, MTTR, Service Desk KPIs, Desktop Support KPIs, Service Desk Metrics, Desktop Support Metrics
Offered by
Jeff Rumburg | MetricNet
The resource is available from the link above.
Ask a question
search Paper Image Add papers image
Bookmark to
My ITmodelbook add
Group ITmodelbooks
'Toshiba -'
'Artisteer - Web Design Generator'

Latest reports from top IT companies:

SAP HP Janrain HubSpot PrepLogic Motorola BNP Media Informatica Microsoft Jobvite