timetoresolve
Timetoresolve is a metric used in incident management, IT operations, and customer support to measure the duration between the start of an incident and its resolution. It captures the total time taken to contain, investigate, fix, and restore services to normal operation. In practice, the start time can be defined as incident detection, occurrence, or when the incident is reported, while the end time is when the incident is declared resolved or service is restored. The unit is typically minutes or hours, and organizations often track an average value across incidents, sometimes using a median to reduce the impact of outliers.
Purpose and use: Timetoresolve helps teams assess efficiency and responsiveness in handling incidents. It informs service
Factors and variation: Several factors influence timetoresolve, including incident severity, complexity, on-call practices, automation level, quality
Measurement and benchmarking: Data are collected from incident management systems. Organizations commonly report mean time to
Related metrics: Mean time to detect (MTTD), mean time to acknowledge (MTTA), mean time to repair, and