How to calculate MTTR and MTTA, how OOB metrics helps for this ?

Nirosha Uddandi · ‎08-06-2020

Creation of metrics and reports with metrics is a known topic ,I want to get reports to show MTTR and MTTA for this we need to create metrics ,how to create that

Your help will be highly appreciated 🙂

Onkar Pandav · ‎08-06-2020

Hi,

Check below links that will help you.

https://community.servicenow.com/community?id=community_question&sys_id=c560b21bdb7340981cd8a345ca96...

https://community.servicenow.com/community?id=community_question&sys_id=9ff94f29db5cdbc01dcaf3231f96...

Onkar Pandav · ‎08-06-2020

Apart from that, below link will give you some idea about MTTR, MTTF, MTTA, etc.

https://www.atlassian.com/incident-management/kpis/common-metrics

Please mark my reply helpful/correct based on impact.