Search Content
find
CATALOG
Data Infrastructure
Data Tools
Desktops, Laptops and OS
Enterprise Applications
IT Infrastructure
IT Management
Networking and Communications
Security
Servers and Server OS
Software and Web Development
Storage
Dashboard
News
My ITmodelbook
Messages
Events (0)
CONNECTIONS
more
Connect
with other members or
invite
your contacts to the community.
+ invite connections
GROUPS
more
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.
+ create group
MY RESOURCES
more
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.
+ add resource
Online Users=0
Resources you may like
Mean Time to Resolve | Metric of the Month
Share within ITmb
Share This Resource
Share with: Connections
or
Share with: Groups
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.
Level
Select Level
Subject Area
Select Subject Area
Keywords
Mean Time To Resolve, MTTR, Service Desk KPIs, Desktop Support KPIs, Service Desk Metrics, Desktop Support Metrics
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Bookmark to
My ITmodelbook
add
Group ITmodelbooks
Latest reports from top IT companies:
SAP
HP
Janrain
HubSpot
PrepLogic
Motorola
BNP Media
Informatica
Microsoft
Jobvite
© ITmodelbook 2012-2025.
sitemap
about
privacy
terms
help
do not sell my personal information