What is currently best practices to determine the acceptable allowed MTTR per incident?

Process Management
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IT Analysta year ago

You wouldn't typically define an 'allowed MTTR per incident' - ideally you should aim to define an "SLA per service" being supported. MTTR is a metric used for reporting, not for what is acceptable to business. Also be aware that the 'R' in MTTR can mean different things: respond, react, resolve, recover, etc.) - each of which can be measured differently. A service architect or service manager  would be able to help with defining or agreeing these. If you're talking about agreeing an acceptable time to resolve incidents, this should be defined through discussions between business stakeholders and IT support to agree a realistic, reasonable SLA, not MTTR.

IT Analysta year ago

We use Opsgenie for paging, which immediately pages us on mobile and allows us to start working on it without delay. It helps to reduce our MTTR.

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