MTTR by the Numbers

Ignoring MTTR can cost you millions   Peter Drucker was famous for saying that “If you can’t measure it, you can’t improve it.” That’s why knowing your MTTR (mean time to resolution) is so important. If you don’t know how long it takes for you to fix issues, you cannot improve on that time. Effectively, MTTR is an important shorthand for your team to know how well they are doing in acknowledging and responding to software, hardware or deployment failures. Here are 3 key ways your team can improve their MTTR: Identifying the root cause is usually the biggest cause of MTTR variability and the one that has the highest cost associated with it. Ensure that information goes to the right person.  When a monitoring system detects an issue and sends an email, use OnPage to make sure that the correct engineer is alerted. Have escalations enabled so that engineers can […] Read more »

What you need to know about MTTR and why IT MaTTeRs

What all engineering teams should know about MTTR In the IT world, performance is everything. So when technology fails, your first thought is how to utilize incident management knowledge to repair the situation and minimize downtime. As both a manager and an engineer, you need to minimize your MTTR –Mean Time To Resolution- in order to comply with your SLAs – service level agreements – and keep your group at the top of its game. You want to ensure ITIL (information technology infrastructure library) and ITSM (information technology service management) best practices are followed for you to manage incidents effectively. Even in the best scenario however, failures are still part of the game. Reality dictates that you need to have a plan to receive alerts through your incident management tools to inform you that an event has occurred. Following the alert, you would be able to quickly deploy your team […] Read more »