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Boosting IT Efficiency: How to Slash Mean Time to Resolution

Why does MTTR matter?

Let’s start from the top with an important question: Why does this metric matter anyway? Why should it even be a priority for organizations? The answer is simple—especially if you are prioritizing digital employee experience (DEX)—it gives insight into both the quality of end-user experience and how efficient IT teams are currently.

The MTTR represents the average time it takes for IT to resolve an incident; from the moment it’s reported until the solution is implemented. Faster mean time to resolution helps to improve DEX by decreasing downtime and increasing employee satisfaction. It’s also beneficial for IT as it enables them to reinvest resources into high-value tasks and projects—win, win!

Challenges for IT in reducing MTTR

However, achieving lower resolution times may be easier said than done. Let’s delve into some of the challenges faced by IT teams in reducing MTTR and explore how we can leverage technology to improve IT efficiency and productivity.

  • Lack of real-time insights: Traditional troubleshooting methods often rely on manual processes and data collection, resulting in delays in identifying the root cause of an issue. This lack of real-time insights prolongs the resolution process and negatively impacts MTTR.
  • Communication and collaboration barriers: Effective communication and collaboration are paramount for speedy issue resolution. However, in the modern world of hybrid working, geographically dispersed teams and complex organizational structures often hinder knowledge sharing and problem-solving. Coordinating efforts across different departments or relying on outdated communication channels can significantly slow down resolution time.
  • Manual tasks and a lack of automation: IT teams often find themselves burdened with repetitive and time-consuming tasks. E.g., manual log analysis, data correlation, and configuration management. This can divert resources and prolong resolution times, hindering the team’s ability to address critical issues promptly. The absence of automation further hampers IT’s ability to respond swiftly to incidents, adding to the list of manual tasks consuming their time.

Improving MTTR with technology

Despite these challenges, all is not lost. Emerging technologies offer promising solutions to empower IT teams and streamline the resolution process.

  • Real-time remediation: Ideally, things would never go wrong, but unfortunately (and inevitably) they will. When they do, ensuring IT teams are equipped to identify and remediate problems quickly will significantly reduce MTTR. An effective real-time solution will not only mean IT can resolve issues in minutes, not hours, but also be able to enact these remediations in the least disruptive way possible for the end-user.
  • Collaboration and knowledge management platforms: Leveraging collaborative platforms and knowledge management systems can facilitate effective communication and knowledge sharing among IT teams—regardless of where they’re working from. These platforms enable teams to work together, share insights, document solutions, and access a centralized knowledge base. Implementing chatbots or virtual assistants can provide instant access to relevant information, troubleshooting guides, and FAQs, empowering technicians to resolve issues faster.
  • Intelligent automation: embracing intelligent automation tech can reduce MTTR by cutting time-consuming manual and repetitive tasks that land in the laps of IT. Automation can handle routine tasks such as ticket creation, incident categorization, and initial troubleshooting. This frees up valuable time for IT teams to focus on more complex issues. Automated workflows and intelligent routing can also ensure swift escalation and allocation of tasks, improving collaboration and efficiency.
  • AI-driven predictive analytics: Deploying AI-powered analytics tools can help IT teams identify patterns, anomalies, and potential issues before they impact the system. By analyzing historical data and utilizing machine learning algorithms, predictive analytics can anticipate and prevent problems, reducing incidents, and lowering the MTTR.


The FORRESTER WAVE™: End-User Experience Management, Q3 2022

The FORRESTER WAVE™: End-User Experience Management, Q3 2022