Mean Time to Resolution (MTTR)
Mean time to resolution, or MTTR, is the average elapsed time between an issue being reported and that issue being fully resolved. It is the single most useful measure of whether IT support is actually working, because it captures the entire experience rather than one convenient segment of it.
What MTTR Measures — and What It Hides
MTTR should be reported alongside first response time and first-call resolution rate, because those three numbers describe different things. A provider can answer in seconds and still take days to resolve. Averages also conceal outliers, so MTTR is most honest when reported by ticket priority rather than as a single blended figure.
MTTR Versus Response Time
Response time measures how quickly someone acknowledges a ticket. Resolution time measures how quickly the person gets their work back. Providers often advertise the former because it is easier to hit. When evaluating a provider, ask for both, split by priority, from the last completed quarter.
Why MTTR Matters for Investment & Professional Firms
In firms where an advisor or attorney locked out of a system is losing billable time immediately, resolution speed is a direct operational cost. DKBinnovative maintains a 3-minute average first response and a 78% first-call resolution rate, with 98.14% client satisfaction scored through CrewHu on every interaction.