Travel Analytics Blog
Reducing Mean Time to Resolution MTTR
Posted by Sonja Woodman on Friday, July 1, 2016
Companies dependent on critical systems or with globally distributed workforces, outages dramatically affect their productivity and satisfaction with the application service. Resolving outages and issues quickly is important. Finding out what’s actually going wrong is often the lion’s share of your resolution time. It’s critical to have instrumentation and analytics for each of your services, and make sure that information helps you identify what’s going wrong and reduce your Mean Time To Resolution MTTR. It’s the time between failure & recovery from failure, and it’s directly linked to your uptime. The Triometric platform can help you reduce that critical time.
Different parts of the user community frequently use different networks segments, localised environments and work in different time zones. To resolve issues there are usually three basic steps involved:
- Detecting the problem, potentially before it impacts users or when its significance is low
- Diagnosing the problem rapidly using detailed information to consistently narrow the search
- Resolving and testing the problem has been fixed
Reducing the Mean Time to Resolution MTTR is a key objective of many operation groups with the desirable outcomes of improved stakeholder satisfaction and more time! In general problems that are left to escalate will have a much higher cost to the organisation. Triometric’s analytics platform for travel companies or enterprises running Hyperion has the capability to generate alerts for operational teams to provide early warning of issues or degradation.
Research has shown that for the majority of time taken in the Total Problem Resolution time is taken in identifying the root cause of the problem and the minority in actually fixing it. Using the Triometric platform you can quickly identify where in the delivery chain or which components are causing or being affected by the problem leading to a significant reduction in the problem identification phase and hence the mean time to resolution MTTR.
The time taken to become aware of a problem depends on how good or proactive the monitoring system is. Proactive monitoring enables IT operations to view the bigger picture (network, server, applications) and to analyse the performance trends of those components, with a view to being able to identify future issues before they occur. Expanding application traffic with the impact on bandwidth need is a classic example.
Customer satisfaction is driven by the speed of MTTR that an organisation is able to achieve. Although certain aspects of MTTR cannot be controlled, other factors affecting MTTR can be managed. These include maximising the first resolution contact rate and be able to route support technicians toward the issue in real time.
Once the problem has been resolved, the Triometric platform can be used to confirm that the system is behaving normally for all users wherever they are located.