How to Calculate Mean Time to Resolution (MTTR) for Incidents in ServiceNow

MTTR (Mean Time To Repair) plays an important role in managing and resolving issues within an organization using ServiceNow. It helps to analyze the time taken to fix problems and identify any inefficiencies in service delivery.

Having a reliable metric to track incident resolution times is vital. MTTR measures not only the time it takes to fix an issue but also the time needed to recover from it. This understanding enables organizations to streamline their processes and reduce any potential downtime.

Calculating MTTR requires several factors to be taken into account. The main focus should be capturing the duration between recognizing an incident and solving it. This includes identifying, diagnosing, repairing, and validating the solution.

It is important to differentiate between unplanned and planned outages when calculating MTTR. Unplanned outages are unexpected events requiring immediate attention. Whereas, planned outages are scheduled occurrences such as system performance or updates.

Organizations can gain insights into their incident management process’s efficiency by making these distinctions. This aids in setting realistic goals for reducing MTTR and optimizing internal resources.

Gartner research shows that organizations experience an average loss of $5600 per minute during unplanned system downtime. This highlights the importance of calculating MTTR to minimize financial loss and improve business continuity.

Given its immense benefits, mastering the art of calculating MTTR is essential for any organization using ServiceNow. By leveraging this metric, businesses can address and resolve issues promptly, ensuring smooth operations and customer satisfaction.

Definition of MTTR (Mean Time to Repair)

Mean Time to Repair (MTTR) is an essential metric used in ServiceNow to measure incident resolution efficiency and effectiveness. It’s the average time taken to restore a service or system after an incident occurs. For calculating MTTR, all incidents within a given timeframe need to be tracked, including start and end timestamps of each incident resolution process. Sum up the time taken for each incident and divide it by the total number of incidents to determine the average repair time.

It’s worth noting that different incidents may have diverse complexities and urgency levels. Therefore, categorize incidents based on factors such as severity level or impact on business operations before calculating MTTR. This helps to analyze trends and identify areas for improvement.

Pro Tip: Exclude any downtime that occurs during scheduled maintenance activities for accurate representation of the actual repair time for incidents impacting daily operations.

To sum up, MTTR is vital for assessing incident management efficiency in ServiceNow. By calculating it accurately and analyzing trends over time, organizations can make informed decisions about process improvements and resource allocation.

Importance of calculating MTTR for incidents in ServiceNow

Calculating Mean Time to Repair (MTTR) for incidents in ServiceNow is important. Knowing this allows businesses to assess their incident response strategies. It also lets them set realistic expectations for resolution times. Furthermore, tracking MTTR helps with trend analysis and proactive problem resolution. A Gartner study found that actively measuring and managing MTTR leads to faster incident response and improved service levels.

Steps to calculate MTTR for incidents in ServiceNow

To compute the Mean Time to Restore (MTTR) for incidents in ServiceNow, follow these three simple steps:

  1. Identify the duration: Determine the total time it takes to resolve an incident. This includes the time it is reported until it is fully resolved.
  2. Summate the durations: Add up the time durations for all resolved incidents within a specific period.
  3. Calculate the average: Divide the total duration by the number of resolved incidents to obtain the average MTTR.

It’s important to note that MTTR is a valuable metric for analyzing and improving incident management processes by measuring the efficiency of incident resolution in ServiceNow.

In ServiceNow, the concept of MTTR has been instrumental in identifying patterns and bottlenecks in incident handling, leading to more effective strategies for reducing downtime and enhancing customer satisfaction.

It is worth emphasizing that the calculation of MTTR is a significant component in ServiceNow’s incident management practices. By measuring this metric accurately, organizations can gain insights into their incident resolution performance and make data-driven decisions for continuous improvement.

Collecting incident data: where we turn a blind eye to the fact that our lives revolve around other people’s technical difficulties.

Collecting incident data

Calculating MTTR for ServiceNow incidents starts with collecting data. It’s super important to get all the info needed for mean time to repair.

Logging and categorizing incidents? It must be done. Record date/time, nature of incident, and any notes/comments. This data will help assess and analyze resolution time.

Train your team and communicate clearly. That way, any discrepancies or errors won’t happen.

Automation tools in ServiceNow can also make data collection easier. Logging, categorizing and generating reports are done faster. Plus, accuracy and consistency improve.

Don’t miss out! Collect incident data now and get better results with MTTR measurement and service management efficiency.

Identifying the start and end time of each incident

To properly capture when incidents begin and end, having a reliable incident management process in place is essential. This means logging the time reported, when it’s resolved, and ensuring the timestamps are accurate. With this data in ServiceNow, extracting and analyzing it to calculate MTTR is simple. This helps us measure the average time to resolution, giving us valuable insights into IT service performance.

To make sure timing is precise, staff members involved in incident resolution must follow proper procedures. This includes documenting actions taken quickly, accurately tracking resolution times, and closing incidents completely. Open communication among team members also helps avoid issues with identifying the start and end time.

Organizations should prioritize establishing effective incident management practices in their ServiceNow platform. This lets them track IT service performance accurately, which leads to improved customer satisfaction and less downtime. Start taking advantage of accurate MTTR calculation today!

Calculating the total time taken to resolve each incident

To work out total incident resolution time, do these

  1. Record the start time. Note the exact time when the incident was reported or logged in ServiceNow. This is the starting point for measuring the resolution time.
  2. Find the end time. Record the time when the incident was closed or marked as resolved. This shows the duration from start to finish.
  3. Calculate elapsed time. Subtract the start time from the end time to get total elapsed time. This shows how long it took to fix the problem.

It’s important to treat each incident individually when working out MTTR. By doing this, you can get a fair assessment of response times.
By understanding MTTR in detail, businesses can gain useful insights into incident resolution. This helps spot bottlenecks in workflows, find out if there are any recurring issues that take long to resolve, and use resources better.
A software development company saw great results from calculating MTTR. After looking at incidents over 3 months, they found big delays during internal escalations. They then ran extra training sessions to improve communication and collaboration between support tiers. As a result, MTTR decreased and customer satisfaction improved.
This shows the importance of calculating total incident resolution time. Businesses can use this to optimize incident management and give faster resolutions to customers.

Summing up the total time taken for all incidents

To get the Mean Time to Resolution (MTTR) for ServiceNow incidents, it is essential to total up the time taken for all of them. This gives a clear view of the effectiveness and efficiency of incident management.

When adding up the total time taken, each incident and its resolution time must be factored in. Doing this, one can get the overall duration of incident resolution for all incidents.

Besides summing up the total time taken, here are some tips to make sure the MTTR is precise:

  1. It is wise to include only incidents that are resolved in a particular timeframe. This will give an exact image of the average resolution time.

Also, it is a good idea to discard any extreme cases or incidents caused by outside factors that can disrupt the results. Doing this, one can make sure the calculated MTTR reflects the actual time taken to resolve ServiceNow incidents. With this info, one can analyze performance trends, find areas for improvement, and ultimately improve incident management effectiveness.

Dividing the total time taken by the number of incidents

To calculate MTTR (Mean Time to Resolve) for incidents in ServiceNow, divide the total time by the number of incidents. This gives insight into how well incidents are resolved.

Dividing the time by the incidents gives the average time per incident. This is key for measuring performance and setting expectations.

Be sure to include all incident data for accurate calculations. Record start and end times, plus any troubleshooting or coordination with other teams.

Categorize incidents by complexity or severity. Analyzing MTTR for different types helps understand how different factors affect resolution times.

To improve MTTR calculations:

  1. Establish clear, consistent incident tracking processes to minimize errors.
  2. Review incident resolution workflows to identify bottlenecks or inefficiencies.
  3. Consider automation tools or technologies to assist incident management. Automated workflows and intelligent routing can help resolve issues faster.

Examples of MTTR calculation

MTTR (Mean Time to Resolve) is a concept from manufacturing. It’s now used in IT service management, with the help of software like ServiceNow for accurate calculations.

We can approach MTTR in various ways. Divide total time for incidents by the number of incidents. Or calculate average time between start and end of each incident.

An example: 5 incidents with respective resolution times of 2, 4, 3, 5, and 6 hours. Total resolution time is 20. Divide by number of incidents (20/5) and get MTTR of 4 hours.

Organizations can customize the calculation to fit their needs. Exclude certain incident types. Consider only business hours. These options let organizations tailor calculations to their unique circumstances.

Benefits of using MTTR in incident management

Employing MTTR in incident management has several great benefits!

  1. It boosts resolution efficiency, reducing downtime and business operations’ impact.
  2. It optimizes customers’ experience, ensuring prompt and timely resolutions.
  3. It enables tracking and evaluating performance metrics, identifying areas for improvement.
  4. It helps prioritize incidents based on severity, allocating resources accordingly.

Moreover, MTTR helps prioritize efforts more effectively. It guarantees critical incidents get immediate attention and resources are allocated properly. It also helps with better communication between stakeholders involved in the incident resolution process, improving collaboration and shortening resolution time.

Plus, MTTR allows organizations to gain important insights into incident management processes. By tracking resolution times and examining data, they can detect recurring issues or bottlenecks and apply measures to stop future incidents or reduce their impact.

Best practices for improving MTTR in ServiceNow

Enhance efficiency and productivity by improving Mean Time to Resolve (MTTR) in ServiceNow! Here’s a 5-step guide to help you out:

  1. Standardize Incident Categorization:
    • Use predefined categories and subcategories.
    • This helps accurate tracking, streamlined workflows, and improved reporting.
  2. Implement Effective Escalation Procedures:
    • Define clear escalation paths for different incident types based on severity levels.
    • Prompt notifications, regular updates, proper handoff between support teams.
  3. Automate Incident Management Processes:
    • Leverage ServiceNow automation capabilities to reduce manual effort and accelerate incident resolution.
    • Automate ticket creation, assignment, routing, etc. for quicker response times.
  4. Enable Knowledge Sharing:
    • Establish a centralized knowledge base within ServiceNow to capture known errors and resolutions.
    • Support staff to contribute their insights and experiences regularly.
  5. Continuously Monitor Performance Metrics:
    • Track key performance indicators in real-time such as incident response time, resolution time, and customer satisfaction ratings.
    • Analyze trends to identify areas for improvement, allocate resources efficiently, and implement targeted strategies.

By following these best practices for improving MTTR in ServiceNow, you can optimize incident management processes, minimize downtime, and deliver exceptional service quality. Consistency is key! Stay on top of your processes to ensure they align with business needs and address any challenges. Pro Tip: Conduct training sessions for support staff on utilizing ServiceNow effectively.


Calculating MTTR (Mean Time To Resolve) in ServiceNow is a key factor for measuring effectiveness. Analyzing how long incidents take to resolve helps organizations identify areas for improvement and optimize their workflows.

To work out MTTR, do the following:

  1. Find the start and end of the incident: Begin when reported by user/detected by monitoring system. End when fully resolved and closed.
  2. Calculate elapsed time: Subtract start from end. This includes investigation, troubleshooting, communicating, and solution implementation.
  3. Exclude non-working hours: For an accurate representation of effort put in, configure ServiceNow to account for non-working hours based on organization policies.
  4. Track MTTR over time: Collect data from multiple incidents over time. Evaluate if team is improving or if there are recurring issues.

To enhance MTTR calculations and improve incident resolution times, do the following:

  1. Streamline incident categorization: Ensure incidents are accurately categorized based on nature, urgency, and impact. This helps with resource allocation.
  2. Implement automation tools: Automate repetitive tasks to reduce manual effort and speed up response.
  3. Foster collaboration: Encourage different teams to collaborate and leverage diverse expertise and perspectives.
  4. Review and optimize processes: Assess incident management processes, identify bottlenecks, and apply improvements. This may involve analyzing data, seeking user feedback, and adapting ITIL best practices.

By implementing these suggestions, you can improve incident management in ServiceNow and reduce MTTR, leading to higher customer satisfaction and operational efficiency.

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