MTTR and MTTN

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‎10-07-2008 07:48 AM

Hi, looking for ideas if anyone has utilized the tool to calculate MTTR and MTTN.
Thanks,
Shilpi.

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stranger_tepa
Kilo Contributor

‎10-07-2008 08:48 AM

I will be happy to know this as well
Thanks -Efrain


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Not applicable
In response to stranger_tepa

‎10-07-2008 10:55 AM

Out of the box there are 2 fields 'Business Duration' or 'Business response time' that can be used to capture the MTTR. A report can be run that return this data for INCs in a list format. And then 'personalize calculation' can be defined on this list to calculate the average Business response time on incidents. The outcome of the calculation is MTTR.


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Not applicable
In response to

‎10-09-2008 07:35 AM

Two more questions:-

1- there are 2 fields that capture resolve time. 'Business resolve time' and 'Resolve time'. I have noticed that the 'Resolve time' is higher than the 'Business Resolve time'. What is the difference between the two of these ?

2- Is there a field that can help track the 'Response Time' or 'Mean Time to Notify' ?

Thanks,
Shilpi.


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CapaJC
ServiceNow Employee
ServiceNow Employee
In response to

‎10-09-2008 07:39 AM

1) Business Resolve Time takes into account the business Calendar for your instance and does not include non-working hours like nights or weekends.

2) Not out of box, no. You can do this with a new date/time field and a business rule that populates it based on your criteria.


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