IT Operations Glossary
What is MTTR (Mean Time To Resolution)?
The average time to resolve a ticket from creation to closure.
MTTR (Mean Time To Resolution) is the average time taken to fully resolve an incident, measured from when it is reported to when service is restored. You calculate it by dividing the total resolution time across a period by the number of incidents closed in that period. The same acronym is sometimes read as mean time to repair, which focuses only on the hands-on fixing time.
Why it matters: MTTR is a headline measure of how responsive and efficient a support or maintenance team is, and a falling MTTR usually signals better processes, knowledge, or staffing. It pairs naturally with MTBF, which measures how often things break in the first place. Because every ticket carries timestamps, a helpdesk can compute MTTR automatically and break it down by priority, category, or technician in its reports.
MTTR (Mean Time To Resolution): FAQ
What is MTTR (Mean Time To Resolution)?
The average time to resolve a ticket from creation to closure.
Why does MTTR (Mean Time To Resolution) matter for Indian SMEs?
MTTR (Mean Time To Resolution) shows up in audits, GST or security reviews, and day-to-day IT/facilities work. Clear definitions help teams pick the right process and tool instead of copying enterprise jargon that does not fit a 20–200 person company.
How does workro desk relate to MTTR (Mean Time To Resolution)?
workro desk combines an internal helpdesk with an equipment service log. Concepts like MTTR (Mean Time To Resolution) map to tickets, assets, AMC/warranty fields, GST/HSN inventory, or audit-ready exports depending on the term — so the definition stays tied to an operational system of record.
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