You're facing IT failures. Which key metrics should you track to measure your impact?

As an IT leader, tracking MTTR is essential for measuring our team's efficiency in resolving IT failures. A lower MTTR means faster recoveries, less downtime, and improved system resilience. By analyzing MTTR trends and implementing corrective and preventive maintenance, we can further reduce failures and streamline our processes.

To measure the impact of IT failures, track key metrics such as Mean Time to Resolve (MTTR), which indicates the efficiency of support teams, and Mean Time Between Failures (MTBF), reflecting system reliability. Monitor Mean Time to Detect (MTTD) for detection efficiency and Mean Time to Recover (MTTR) for restoration speed. Repeated Incident Rate highlights recurring issues, while System Availability measures operational uptime. Assess the Business Impact, including financial and productivity losses, to understand the broader consequences. #ITFailures #ITMetrics #MTTR #MTBF #MTTD #SystemAvailability #BusinessImpact #ITManagement #ITResilience #ITMonitoring

You need to start with where you are to understand where you want to be or where you're going. Knowing your current MTTR and where your opportunities for improvement are is almost always the first step here. You may even discover that your MTTR is actually reasonable and you're better off focusing efforts elsewhere, such as your CSAT scores. Wherever you'd like to improve, knowing where you currently are is critical to setting the right goals.

Algumas metricas que podem ajudar na opera??o de TI ? MTBF (Mean Time Between Failures): Tempo médio entre falhas. ? MTTR (Mean Time to Repair/Recovery/Response/Resolve): Tempo médio para reparo, recupera??o, resposta ou resolu??o. ? MTTF (Mean Time to Failure): Tempo médio até a falha. ? MTTA (Mean Time to Acknowledge): Tempo médio para confirma??o

As an IT leader, monitoring capacity usage metrics like CPU, memory, and storage is crucial. This ensures systems are optimally utilized, avoiding over or underuse. Proper capacity management maximizes IT investments, prepares us for demand spikes, and prevents bottlenecks that could cause IT failures.

Customer impact metrics, such as affected users and service degradation severity, help prioritize responses and manage stakeholder communications. Minimizing customer impact is essential for maintaining trust and loyalty.

Customer Impact should always be the driving force in IT excellence. Think about an IT org as being in the people industry working with computers, not in the computer industry working with people. This simple change may help adjust mindsets for you and your organization as to how IT impacts its customers, whether internal employees or external folks. Think about the goal of IT to get all of the technology itself out of the way so that employees can do what they do best, whatever their role is, or external customers can focus on whatever they need, utilizing technology as a tool for efficiency, not something to hold them back.

Change is a constant. Cliché, sure, but the entire point of technology is to improve efficiency to impact change. Tracking success of change and change management only serves this, and ensures that, whether you're putting in the latest technology, or just improving behaviours and practices, that change is impactful for the right reasons.

Constantly improving knowledge of the types of failures that oftenly occur within your IT Systems is key for better understanding. Its also important to consider investing and putting in place latest technologies to help with tracking logs of failures/events; this will help with further understanding the nature of IT failures. In the long run it enhances response time in providing resolutions to failures. Automate system updates most failures occur due to lack of system updates such as firmware updates etc. For Network devices such as Switches - recheck port configurations to avoid port mismatches that will always cause networks flaps, frequent downtime. Regularly revisit your IT setups and configs to minimise failures. Set standards.