Mean Time To Respond (MTTR) is a metric that measures the average time it takes to respond to an incident or problem after it has been reported or detected. MTTR is commonly used in various fields, including IT service management, customer support, and maintenance.
MTTR focuses specifically on the time it takes to initiate a response and resolve the incident. MTTR does not include the time required to detect the incident which is referred to as Mean Time to Detect (MTTD). It is a key performance indicator (KPI) used to assess the efficiency and effectiveness of incident management processes.
The formula for calculating MTTR is:
MTTR = Total elapsed time for incident resolution / Number of incidents
To calculate the MTTR, one first needs to determine the total time it takes to resolve an incident and divide it by the total number of incidents within a given period. The resulting value represents the average time it takes to respond to an incident.
MTTR provides insights into the responsiveness of an organization in addressing and acknowledging issues. A lower MTTR indicates a more efficient incident response process, while a higher MTTR suggests a longer response time and potential areas for improvement.