Mean Time to Resolve KPI

Why MTTR Matters

• Minimize Downtime: Faster resolution means less disruption for users.

• Improve Reliability: Teams that resolve incidents quickly recover service sooner.

• Boost Trust: Customers remain confident when issues are fixed rapidly.

How to Calculate MTTR

MTTR = Total Time Spent Resolving Incidents 
       / Number of Resolved Incidents

Example:

3 incidents resolved in 150 total minutes → MTTR = 150 / 3 = 50 minutes

How Opsera Helps Reduce MTTR

1. Incident Dashboard & Chart

   • View all incidents and their resolution times over any date range.

   • Filter by severity, assignee, or individual incident for fast triage.

2. Total & Resolved Counts

   • Track total vs. resolved incident counts (Jira statuses: Done, Closed, Resolved).

   • Pinpoint backlog and ensure every incident is closed promptly.

3. Mean Time to Acknowledge (MTTA)

   • Monitor how long it takes to begin work on new alerts—faster acknowledgement accelerates resolution.

4. Maturity Scoring

   • Benchmark your MTTR against DORA standards:

     • Elite: < 1 hour

     • High: < 1 day

     • Medium: 1 day–1 week

     • Low: > 6 months

   • Use your score to prioritize process improvements.

Best Practices to Improve MTTR

• Automate Ticketing: Integrate alerts directly into ServiceNow or Jira to eliminate manual logging.

• Use Filters & Dashboards: Segment incidents by severity or team to focus on high-impact items first.

• Track MTTA & MTTR Together: Aim to acknowledge within minutes and resolve within your target SLA.

• Leverage Maturity Scores: Set goals (e.g. move from “High” to “Elite”) and track progress over time.

• Review Incident Trends: Regularly analyze your incident list and root causes to prevent recurrence.

FAQ

1. Should MTTR be as low as possible? A: Yes—faster resolution reduces user impact. Balance speed with thorough root-cause fixes to avoid repeat failures.

Q: How does MTTA differ from MTTR? A: MTTA measures time from alert to work start; MTTR covers full resolution time (work start to close).

Q: Which statuses count as “Resolved”? A: Opsera considers Jira statuses Done, Closed, or Resolved for inclusion in MTTR calculations.

Q: Can I customize the incident statuses? A: Not currently—Opsera uses the standard DORA mapping, but you can filter incidents in the table view.

Q: How often is the KPI updated? A: The MTTR chart and table refresh in real time as incidents are created and closed within your selected date range.