MTTR Calculation | Major Incidents

[prabhakar8]

Our Organization has the  bespoke need to be able to alter the Major Incident MTTR to depict actual outage time up to minutes. The conventional method of recording the duration (Resolve time- start time) does not suit the requirement. We have  done a customization where the agent can manually record the issue start time and the resolve time and then later , the difference is consided as the MTTR, however we are now moving to Out of the Box and this will not be valid any more.

I wanted to check with all you experts, what is the industry standard for calculating MTTR for critical Incidents where every minute is considered critical for depiction of outage

Thanks in Advance

Prabhakar Kala 

[sachin_namjoshi]

A simple solution is to report off of the Business Duration field.   The mark_resolved business rule on the incident table updates the Business Duration and the Business Resolve Time fields by calculating the duration between the opened and resolved dates.   Business Duration stores the value as a duration and Business Resolve Time stores the value as an integer representation of the number of seconds.

If you setup the report as follows, you should generate a nice trend line showing the average MTTR for all incidents resolved by the date they were resolved.

Also, Out of box there is a metric definition for the incident table called "Create to Resolve Duration" which measures how long it took for an incident to go from creation date/time to the moment it was marked as resolved.

Regards,

Sachin