What is Mean time to resolution?

Mean time to resolution (MTTR) tracks the average amount of time it takes to fully resolve or close work items like tasks, issues, or service requests.

Analyzing MTTR over time shows progress in request-handling efficiency. Comparing to service level targets helps ensure customer expectations are met. Overall, MTTR indicates service quality.

Who benefits from tracking Mean time to resolution?

  • Teams - Identify process improvements to close items faster.

  • Managers - Ensure service level agreements are met.

  • Organizations - Monitor speed of request delivery and resolution.

  • Customers - Provides confidence in service performance.