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MTTR: Definition, Calculation, Best Practices
MTTR is a frequently used metric in ITSM (IT Service Management) that can have four different meanings. Whenever MTTR is mentioned, it must be clear which MTTR is being referred to.
This article breaks down MTTR, shows how the different variants can be calculated and improved, and outlines suitable software solutions for incident management.
Service Level Management: Benefits and Application in the Ticketing System
Expectations and reality often differ. With intelligent Service Level Management (SLM) – also called service quality management – a different picture emerges: this way, service providers and their customers know exactly which services must be delivered and to what extent.
In IT Service Management (ITSM), support from a ticketing system is necessary to fully meet customer expectations. This article shows what the right software features can accomplish so that both customers and service providers feel clarity and complete satisfaction.
