What is the ITIL definition of MTTR, MTTA & MTTI?

[shivakumarn5979]

I am looking for ITIL definition/formulas for MTTResolution, Repair, Recovery & Restoration, MTTA & MTTI?

How does Servicenow implement them?

[Dr Atul G- LNG]

Hi @shivakumarn5979 

Mean time to repair (MTTR), sometimes referred to as mean time to recovery, is a metric that is used to measure the average time it takes to repair a system or piece of equipment after it has failed. MTTR includes the time from when the failure occurs to when the system or equipment is fully functional again.

To calculate your MTTA, add up the time between alert and acknowledgement, then divide by the number of incidents. 

MTTI is calculated by taking the sum of the time intervals between the occurrence of each security incident and its identification and then dividing that sum by the total number of incidents.

https://www.servicenow.com/community/itsm-forum/mttr-calculation-for-resolved-closed-ticket/m-p/5089...

https://www.servicenow.com/community/platform-analytics-forum/how-to-calculate-mttr-and-mtta-how-oob...

[shivakumarn5979]

Thank you for the response. It definitely helped. Couple of clarifications.

For MTTA, in case alerting is not enabled for a service or CI, what would be an alternate option? We have business elapsed time from task sla report for S3 and S4 Response.  Would average grouped by SX response be a fair measure of calculating MTTA ?

For MTTI or MTTDetection, what Servicenow fields would be appropriate for "occurrence" and Identification? We have "Service Loss Time" and "Opened" time. Would the sum of difference between these two divided by total # of incidents a fair measure of MTTI or MTTDetection?  

Thanks!

[Dr Atul G- LNG · Accepted solution]

Hi @shivakumarn5979 

For MTTA, in case alerting is not enabled for a service or CI, what would be an alternate option? We have business elapsed time from task sla report for S3 and S4 Response.  Would average grouped by SX response be a fair measure of calculating MTTA ?

Atul:  As per - To calculate your MTTA, add up the time between alert and acknowledgement, then divide by the number of incidents. 

So in your case if Alerts are not there then I think response SLA is best way, which indirectly lead to creation & Acknowledgement.

For MTTI or MTT Detection, what ServiceNow fields would be appropriate for "occurrence" and Identification? We have "Service Loss Time" and "Opened" time. Would the sum of difference between these two divided by total # of incidents a fair measure of MTTI or MTT Detection?  

Atul: Again if no Alert system there then occurrence will be valid case then go for identification. Opened time will be good option here.