Any seasoned IT professional will tell you that one of the biggest challenges they face in their day to day job is reducing mean time to resolution (MTTR), or the amount of time it takes to get key systems back up and running after an incident. Down time in any industry can have a significant impact on both internal operations and external service levels. And the longer it takes to get things resolved, the worse the problems can become. Intelligent automation can make minimizing MTTR even easier and more effective.
Managing mean time to resolution involves 4 main steps:
- Identifying the problem
- Uncovering the root cause of the problem
- Correcting the problem
- Testing to verify that the problem as successfully been resolved
How quickly you can achieve the first step will ultimately depend on the quality of the monitoring system you have in place. Having a basic system can only get you so far and leaves a lot of room for costly error. Depending on how many incoming alerts your organization fields, staying on top of them can be too much for a small IT department. That means serious issues could slip through the cracks and cause major problems down the road. Enhancing your system with intelligent automation can create a highly effective, closed-loop solution, ensuring that all critical incidents requiring attention are prioritized and addressed accordingly.
Once an incident is identified, the next step is determining its root cause. This is the costliest part of the MTTR equation because it takes time, resources and manpower. Obviously, the more serious the issue, the more quickly it needs to be addressed. It may require “all hands on deck” to help uncover the cause so it can be corrected. It’s also important to maintain visibility and accountability at all times throughout the process. Who is handling the problem? What steps have been taken so far to get to the bottom of it? Has anything been missed? Again, automation can address this by providing real-time status of incidents, ownership, severity and priority in one central dashboard.
As soon as the problem has been properly diagnosed, the third step is taking the necessary actions to resolve it as quickly and effectively as possible. With most incidents, time is of the essence, so developing a solution is critical. One of the biggest benefits of integrating intelligent automation into your incident management process is that it can actually predict MTTR based on historic events. This can provide a guideline for the resolution process and alleviate some of the stress that naturally arises during a downtime. The IT team will be able to work quickly and efficiently to implement a solution that will get systems back up and running fast, limiting the negative effects on the company.
The final step in the MTTR process is testing to ensure that the problem is, indeed, resolved. It’s also important to assess each process to identify areas that can be improved. Being proactive and leveraging artificial intelligence can help to determine the best way to deal with similar incidents and can even help to avoid them completely.
In conclusion, managing the mean time to resolution process involves careful monitoring and the right tools, specifically intelligent automation. This can provide the most timely and effective response and a faster overall turnaround, thereby reducing or even eliminating impact on the business.
If your current incident response strategy isn’t producing these results or you’d like to learn more about how IA can dramatically reduce your MTTR, take Ayehu for a test drive or download a free 30 day trial.