What does the term MTTR stand for, and what does it measure?

The term MTTR stands for Mean Time to Repair. It is a key performance indicator used in incident management and IT operations that measures the average time taken to repair a system or service after a failure has occurred. This metric is critical for understanding how effectively an organization can restore operations following an incident, giving insights into the efficiency of incident resolution processes and the overall reliability of IT services.

In the context of incident management, MTTR not only reflects the time taken to fix issues but also encompasses the troubleshooting and diagnosis phases, leading up to the resolution. Organizations strive to minimize MTTR, as shorter repair times often translate to improved service availability and enhanced customer satisfaction.

Understanding MTTR is crucial for IT service management as it helps organizations identify areas for improvement in their incident response and recovery processes, ultimately contributing to better operational performance.