Mean Time to Repair

What Does It Mean?

Mean Time to Repair (or MTTR) measures the average amount of time it takes to go from an incident report initially being filed to the incident being resolved and marked closed. The measure doesn’t include just repairing the issue but also accounts for time spent testing. An incident is only considered resolved when the system in question is fully functional and online.

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A ServiceNow Weekly Analysis Dashboard

Why Does it Matter?

To give you an MTTR definition; MTTR is one of many service-related KPIs, but it is perhaps the easiest way to gain a quick perspective on how effectively your IT department is providing resolution. Despite other metrics measuring more specific aspects of your IT operations, Mean Time to Repair can give you an initial baseline, as well as room to improve. Establishing an initial MTTR will let you define success, as well as understand how much you need to improve. Taken in conjunction with your service level agreement, MTTR is crucial for understanding how effectively you’re providing support.

How Do you Measure the KPI?

To calculate your Mean Time to Repair, the first step is to choose a period for measurement (weekly, monthly, quarterly, yearly), and add all the time your IT staff spent on repairs. Next, divide the figure by the total number of repairs made during the same period.

For instance, imagine that over a single month, your organization spent 10 hours on repairs. They reached this time over 10 separate incidents. Therefore, the MTTR for the month would be calculated as 10 hours (600 minutes) / 10 total repairs, with a total of 60 minutes spent on average on repairs.

What Data Sources Would You Use to Measure the KPI?

There are several important data sources you can include when measuring Mean Time to Response in your IT operations analytics tool. The first is measuring the time spent on a project. To do so, you could track open tickets, unresolved issues, total work hours per project, and other productivity measures. Additionally, you can track aspects like downtime and time to being fully operational.

Give me an example…

Imagine, your IT department has been inundated with requests and issues, and the backlog has started taking its toll. Indeed, although issues are being resolved, it seems your critical systems are offline more often than not. Measuring the MTTR can help you understand, broadly, how efficiently your IT team is operating. A high number may point to a serious issue and can help you start drilling down into the root cause.

What Benchmarks/Indicators Should I Use?

- Number of tickets open
- Total downtime per month
- Total time to resolution
- Number of tickets closed


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