Reducing MTTR is key
Reducing MTTR (Mean Time To Resolution) is a key objective for most IT departments. Reducing MTTR also directly contributes to end-user satisfaction. Reducing MTTR is contingent on rapidly identifying the sources of performance degradations, which enables the appropriate IT team to undertake resolution.
Every organization has to handle degradations and complaints regarding IT performance
Here are a series of key facts you need to keep in mind in order to build your plan to reduce your MTTR (mean time to resolve) them.
These figures are extracted from an internal survey which was conducted over some 200 conversations with end users in a variety of industries :
In most cases, users are the one source of information pertaining to performance degradations
If you would like to know more about the best practices, I recommend you take 5 minutes to read this article: how to handle IT performance complaints.
Another question you might be asking yourself, could be :
These measurements hereafter concern organizations that do not have an APM solution in place
And, do keep in mind, that 1 degradation out of 3 requires more than 1 working day to be diagnosed.
Want to know what the cost of degradation really comes down to… For further discussion, read our white paper about the costs of performance degradations.