What is Mean Time to Resolution (MTTR) expected to do as the support process matures?

Mean Time to Resolution (MTTR) is a key performance indicator in support and service management, reflecting the average time it takes to resolve an issue or ticket. As the support process matures, one anticipated development is a decrease in MTTR, particularly through the implementation of self-service options.

Self-service allows users to address their issues independently, utilizing knowledge bases, automated tools, and FAQs. This not only empowers users to find solutions more quickly but also reduces the volume of tickets that require direct intervention from support staff. Consequently, with fewer tickets needing handling by agents, the overall time taken to resolve issues diminishes, leading to a lower MTTR.

This improvement aligns with the goal of maturing support processes, as organizations strive for greater efficiency and quicker responses to customer needs. By enhancing user engagement and providing the tools necessary for self-resolution, the organization is capable of achieving faster resolutions over time without solely relying on advanced technology or maintaining constant resolution times across all cases.