722 lines
43 KiB
HTML
722 lines
43 KiB
HTML
<!DOCTYPE html>
|
|
<html lang="en" dir="ltr" prefix="og: https://ogp.me/ns#">
|
|
<head>
|
|
<meta charset="utf-8">
|
|
<meta name="description" content="By focusing on business-impacting incidents, CIRT is a more accurate way to gauge ops performance.">
|
|
<link rel="canonical" href="https://opensource.com/article/19/7/measure-operational-performance">
|
|
<link rel="image_src" href="https://opensource.com/sites/default/files/lead-images/metrics_lead-steps-measure.png">
|
|
<meta name="author" content="Ophir Ronen">
|
|
<meta property="og:site_name" content="Opensource.com">
|
|
<meta property="og:url" content="https://opensource.com/article/19/7/measure-operational-performance">
|
|
<meta property="og:title" content="MTTR is dead, long live CIRT">
|
|
<meta property="og:description" content="By focusing on business-impacting incidents, CIRT is a more accurate way to gauge ops performance.">
|
|
<meta property="og:image" content="https://opensource.com/sites/default/files/lead-images/metrics_lead-steps-measure.png">
|
|
<meta name="twitter:card" content="summary">
|
|
<meta name="twitter:site" content="@opensourceway">
|
|
<meta name="twitter:description" content="By focusing on business-impacting incidents, CIRT is a more accurate way to gauge ops performance.">
|
|
<meta name="twitter:title" content="MTTR is dead, long live CIRT">
|
|
<meta name="twitter:creator" content="@">
|
|
<meta name="twitter:image" content="https://opensource.com/sites/default/files/lead-images/metrics_lead-steps-measure.png">
|
|
<meta name="Generator" content="Drupal 10 (https://www.drupal.org)">
|
|
<meta name="MobileOptimized" content="width">
|
|
<meta name="HandheldFriendly" content="true">
|
|
<meta name="viewport" content="width=device-width, initial-scale=1.0">
|
|
<link rel="icon" href="/themes/osdc/assets/img/favicons/favicon.ico" type="image/vnd.microsoft.icon">
|
|
|
|
<title>MTTR is dead, long live CIRT | Opensource.com</title>
|
|
<link rel="stylesheet" media="all" href="/sites/default/files/css/css_-1QpUaASMrWXjNK8cLxtZqhLgkZ48VBNSPx4DU0wAuQ.css?delta=0&language=en&theme=osdc&include=eJxVjtFuwzAIRX_IiT9pIsAaq2AswK2yr1-2pg99QUe6Fw7DRCr5HCDrOHmR1u9R4ohkrRsEFxSIOD5YOQJuHAXNuXZzBWk_XCwI601sA3nx38kXwczdfFFOKAKHzfyiFmgP9qNaZ7Sr6CyQTAtaT-5ZHo2fUf_nqkZTLg2a6plH8bNen0vuU7eY4_1j63TGTB_6TQzvRZka1O8myb4ijGzW32vd6BIEg-P-CxXRbzQ">
|
|
<link rel="stylesheet" media="all" href="https://cdnjs.cloudflare.com/ajax/libs/font-awesome/4.7.0/css/font-awesome.min.css">
|
|
<link rel="stylesheet" media="all" href="/sites/default/files/css/css_pwV-EcCwseDS_ZsbU4fuelxCUlfePETEO0FOdvVn9o8.css?delta=2&language=en&theme=osdc&include=eJxVjtFuwzAIRX_IiT9pIsAaq2AswK2yr1-2pg99QUe6Fw7DRCr5HCDrOHmR1u9R4ohkrRsEFxSIOD5YOQJuHAXNuXZzBWk_XCwI601sA3nx38kXwczdfFFOKAKHzfyiFmgP9qNaZ7Sr6CyQTAtaT-5ZHo2fUf_nqkZTLg2a6plH8bNen0vuU7eY4_1j63TGTB_6TQzvRZka1O8myb4ijGzW32vd6BIEg-P-CxXRbzQ">
|
|
<link rel="stylesheet" media="all" href="/sites/default/files/css/css_VoFCR57K3bDFm1q6VI9lyC_QbA1Le-TwFIbKJmkXjKg.css?delta=3&language=en&theme=osdc&include=eJxVjtFuwzAIRX_IiT9pIsAaq2AswK2yr1-2pg99QUe6Fw7DRCr5HCDrOHmR1u9R4ohkrRsEFxSIOD5YOQJuHAXNuXZzBWk_XCwI601sA3nx38kXwczdfFFOKAKHzfyiFmgP9qNaZ7Sr6CyQTAtaT-5ZHo2fUf_nqkZTLg2a6plH8bNen0vuU7eY4_1j63TGTB_6TQzvRZka1O8myb4ijGzW32vd6BIEg-P-CxXRbzQ">
|
|
<link rel="stylesheet" media="all" href="https://fonts.googleapis.com/css2?family=Red+Hat+Text:wght@400;500;700&display=swap">
|
|
<link rel="stylesheet" media="all" href="https://fonts.googleapis.com/css2?family=Red+Hat+Mono:wght@400;500;700&display=swap">
|
|
<link rel="stylesheet" media="all" href="/sites/default/files/css/css_LdYFGLY4yno-Mg9yzhTjOUAxsL7THSG9U8GLP_rERRw.css?delta=6&language=en&theme=osdc&include=eJxVjtFuwzAIRX_IiT9pIsAaq2AswK2yr1-2pg99QUe6Fw7DRCr5HCDrOHmR1u9R4ohkrRsEFxSIOD5YOQJuHAXNuXZzBWk_XCwI601sA3nx38kXwczdfFFOKAKHzfyiFmgP9qNaZ7Sr6CyQTAtaT-5ZHo2fUf_nqkZTLg2a6plH8bNen0vuU7eY4_1j63TGTB_6TQzvRZka1O8myb4ijGzW32vd6BIEg-P-CxXRbzQ">
|
|
|
|
<script src="/libraries/chapeaux--cpx-reporter/cpx-reporter.js?v=0.12.0" type="module"></script>
|
|
<script src="https://www.redhat.com/ma/dpal.js"></script>
|
|
|
|
<script async data-debug data-domain="redhat2.com" id="trustarc" src="https://static.redhat.com/libs/redhat/marketing/latest/trustarc/trustarc.js" type="text/javascript"></script>
|
|
|
|
<script type="module" src="/themes/osdc/node_modules/@patternfly/pfe-modal/dist/pfe-modal.min.js"></script>
|
|
</head>
|
|
<body class="path-node page-node-type-article">
|
|
<a href="#main-content" class="focusable skip-link">
|
|
Skip to main content
|
|
</a>
|
|
|
|
<div class="dialog-off-canvas-main-canvas" data-off-canvas-main-canvas>
|
|
<div class="layout-container">
|
|
|
|
<header>
|
|
<div class="region region-messages">
|
|
<div data-drupal-messages-fallback class="hidden"></div>
|
|
|
|
</div>
|
|
|
|
|
|
<div class="region-top-bar">
|
|
<div class="region wrapper region-user-menu">
|
|
<div class="hamburger__container">
|
|
<div class="hamburger">
|
|
<button id="mobnav-btn" aria-label="Toggle main menu" class="button--plain toggle-menu"></button>
|
|
<div class="bar"></div>
|
|
</div>
|
|
</div>
|
|
|
|
<a href="https://www.redhat.com/en?intcmp=701600000011l7VAAQ" target="_blank" class="flex-center support-logo">
|
|
<img alt="Supported by Red Hat" src="/themes/osdc/assets/img/l_supported-by-redhat-white.svg" title="Supported by Red Hat" width="125" height="56" class="support-logo__image">
|
|
</a>
|
|
|
|
<button id="toggle-search" aria-label="Toggle Search" class="button--plain toggle-search">
|
|
<i class="icon-search"></i>
|
|
</button>
|
|
<nav role="navigation" aria-labelledby="block-useraccountmenu-menu" id="block-useraccountmenu" class="block block-menu navigation menu--account">
|
|
|
|
<h2 class="visually-hidden" id="block-useraccountmenu-menu">User account menu</h2>
|
|
|
|
|
|
|
|
|
|
<ul class="account">
|
|
|
|
<li class="log-in account__item">
|
|
<a href="/user/login?current=/article/19/7/measure-operational-performance" class="account__link" data-drupal-link-system-path="user/login">Log in</a>
|
|
</li>
|
|
<li class="rss account__item">
|
|
<a href="/feed" title="RSS" class="account__link" data-drupal-link-system-path="rss.xml">RSS</a>
|
|
</li>
|
|
</ul>
|
|
|
|
|
|
|
|
</nav>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
<div class="region region-header">
|
|
<div id="block-osdc-branding" class="block block-system block-system-branding-block">
|
|
|
|
|
|
<div class="branding">
|
|
<a href="/" rel="home" aria-label="Opensource.com" class="branding__logo">
|
|
<img src="/themes/osdc/logo.svg" alt="Home">
|
|
</a>
|
|
<a href="https://www.redhat.com/en?intcmp=701600000011l7VAAQ" target="_blank" class="branding__supported-by">
|
|
<img src="/themes/osdc/assets/img/l_supported-by-redhat-white.svg" width="125" height="56" class="branding__supported-by__image" alt="Supported by Red Hat">
|
|
</a>
|
|
</div>
|
|
<div class="branding__slogan"></div>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
</header>
|
|
|
|
<div class="region region-main-nav">
|
|
<nav role="navigation" aria-labelledby="block-mainnavigation-menu" id="block-mainnavigation" class="block block-menu navigation menu--main">
|
|
|
|
<h2 class="visually-hidden" id="block-mainnavigation-menu">Main navigation</h2>
|
|
|
|
|
|
|
|
|
|
<ul class="main" id="main-menu">
|
|
|
|
<li class="main__item">
|
|
<a href="/" class="main__link" data-drupal-link-system-path="<front>">Articles</a>
|
|
</li>
|
|
<li class="main__item is-expanded">
|
|
<a href="/resources" class="main__link" data-drupal-link-system-path="node/17752">Resources</a>
|
|
|
|
<ul class="main__submenu">
|
|
|
|
<li class="main__item is-expanded">
|
|
<a href="/resources/what-open-source" class="main__link" data-drupal-link-system-path="node/17753">What is open source?</a>
|
|
|
|
<ul class="main__submenu">
|
|
|
|
<li class="main__item">
|
|
<a href="/open-source-way" class="main__link" data-drupal-link-system-path="node/17730">The open source way</a>
|
|
</li>
|
|
</ul>
|
|
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/resources/projects-and-applications" class="main__link" data-drupal-link-system-path="node/17760">Projects and applications</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/resources/organizations" class="main__link" data-drupal-link-system-path="node/17763">Organizations</a>
|
|
</li>
|
|
<li class="main__item is-expanded">
|
|
<a href="/alternatives" class="main__link" data-drupal-link-system-path="node/30871">Open source alternatives</a>
|
|
|
|
<ul class="main__submenu">
|
|
|
|
<li class="main__item">
|
|
<a href="/alternatives/adobe-acrobat" class="main__link" data-drupal-link-system-path="node/29486">Alternatives to Acrobat</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/autocad" class="main__link" data-drupal-link-system-path="node/29001">Alternatives to AutoCAD</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/dreamweaver" class="main__link" data-drupal-link-system-path="node/27646">Alternatives to Dreamweaver</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/gmail" class="main__link" data-drupal-link-system-path="node/22941">Alternatives to Gmail</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/matlab" class="main__link" data-drupal-link-system-path="node/29276">Alternatives to MATLAB</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/minecraft" class="main__link" data-drupal-link-system-path="node/22786">Alternatives to Minecraft</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/google-photos" class="main__link" data-drupal-link-system-path="node/27211">Alternatives to Google Photos</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/life/12/6/design-without-debt-five-tools-for-designers" class="main__link" data-drupal-link-system-path="node/16365">Alternatives to Photoshop</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/skype" class="main__link" data-drupal-link-system-path="node/45576">Alternatives to Skype</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/slack" class="main__link" data-drupal-link-system-path="node/23286">Alternatives to Slack</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives/trello" class="main__link" data-drupal-link-system-path="node/22546">Alternatives to Trello</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/alternatives" class="main__link" data-drupal-link-system-path="node/30871">More...</a>
|
|
</li>
|
|
</ul>
|
|
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/resources/linux" class="main__link" data-drupal-link-system-path="node/19796">Linux</a>
|
|
</li>
|
|
</ul>
|
|
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/downloads" class="main__link" data-drupal-link-system-path="downloads">Downloads</a>
|
|
</li>
|
|
<li class="main__item">
|
|
<a href="/faq" class="main__link" data-drupal-link-system-path="node/62466">Frequently Asked Questions</a>
|
|
</li>
|
|
</ul>
|
|
|
|
|
|
|
|
</nav>
|
|
<div class="views-exposed-form block block-views block-views-exposed-filter-blockacquia-search-page" data-drupal-selector="views-exposed-form-acquia-search-page" id="block-exposedformacquia-searchpage">
|
|
|
|
|
|
<form action="/site-search" method="get" id="views-exposed-form-acquia-search-page" accept-charset="UTF-8">
|
|
<div class="form--inline clearfix">
|
|
<div class="js-form-item form-item js-form-type-textfield form-type-textfield js-form-item-search form-item-search">
|
|
<label for="edit-search">Search</label>
|
|
<input placeholder="Search" data-drupal-selector="edit-search" type="text" id="edit-search" name="search" value size="30" maxlength="128" class="form-text">
|
|
|
|
</div>
|
|
<div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions--3"><input data-drupal-selector="edit-submit-acquia-search" type="submit" id="edit-submit-acquia-search" value="Go" class="button js-form-submit form-submit">
|
|
</div>
|
|
|
|
</div>
|
|
|
|
</form>
|
|
|
|
</div>
|
|
|
|
|
|
</div>
|
|
|
|
|
|
<main>
|
|
<a id="main-content" tabindex="-1"></a>
|
|
<div class="wrapper wrapper--870">
|
|
<div class="region region-content">
|
|
<div id="block-osdc-page-title" class="block block-core block-page-title-block">
|
|
|
|
|
|
|
|
<h1 class="published page-title">
|
|
<span class="field field--name-title field--type-string field--label-hidden">MTTR is dead, long live CIRT</span>
|
|
|
|
</h1>
|
|
|
|
|
|
</div>
|
|
<div id="block-mainpagecontent" class="block block-system block-system-main-block">
|
|
|
|
|
|
|
|
<article class="node node--type-article node--promoted node--view-mode-full">
|
|
|
|
|
|
<div class="article__subhead">By focusing on business-impacting incidents, CIRT is a more accurate way to gauge ops performance.</div>
|
|
|
|
<footer class="author__meta">
|
|
<div class="author__submitted">
|
|
<div class="author__list">
|
|
By
|
|
<article class="profile">
|
|
<a href="/users/ophir" hreflang="en">Ophir Ronen</a>
|
|
|
|
</article>
|
|
<span class="date-pipe">|</span>
|
|
<article class="profile">
|
|
<a href="/users/juliegund" hreflang="en">Julie Gunderson</a>
|
|
<span class="user-attributes">(Alumni)</span>
|
|
|
|
</article>
|
|
<span class="date-pipe">|</span>
|
|
<article class="profile">
|
|
<a href="/users/kearnsjd" hreflang="en">Justin Kearns</a>
|
|
|
|
</article>
|
|
|
|
</div>
|
|
<div class="author__meta-date-container">
|
|
<span class="author__meta-date">July 12, 2019</span> <span class="author__date-pipe">|</span>
|
|
<a href="#comments"><span class="author__comment-count">1 Comment </span></a>
|
|
<span class="author__date-pipe">|</span>
|
|
<pfe-readtime class="pf-global--FontSize--lg" for="#article_content" hidden>%t min read</pfe-readtime>
|
|
|
|
</div>
|
|
</div>
|
|
</footer>
|
|
<div id="article_content" class="author__content">
|
|
|
|
<div class="layout layout--onecol">
|
|
<div class="layout__region layout__region--content">
|
|
<div class="block block-layout-builder block-extra-field-blocknodearticlerate-rate-widget">
|
|
|
|
|
|
<div class="rate-widget thumbsup"><form class="node-article-54821-updown-rate-widget-0 vote-form" id="rate-widget-base-form" data-drupal-selector="node-article-54821-updown-rate-widget-0" action="/article/19/7/measure-operational-performance" method="post" accept-charset="UTF-8">
|
|
<div class="rate-widget-thumbs-up">
|
|
<div class="thumbsup-rating-wrapper rate-disabled" can-edit="false"><div class="form-item js-form-item form-type-radio js-form-type-radio form-item-value js-form-item-value form-disabled">
|
|
<label class="form-item js-form-item form-type-radio js-form-type-radio form-item-value js-form-item-value form-disabled rating-label thumbsup-rating-label thumbsup-rating-label-up vote-pending rate-thumbs-up-btn-up"><input twig-suggestion="rating-input" class="rating-input thumbsup-rating-input form-radio" data-drupal-selector="edit-value-1" disabled="disabled" type="radio" id="edit-value-1" name="value" value="1">
|
|
</label>
|
|
</div>
|
|
</div><input data-drupal-selector="form-qwbqni4ykubmqsto90xuuyiddml9yz0cmfjfq3-xrua" type="hidden" name="form_build_id" value="form-qWBqNi4YkUbMqSTO90xuuYiDDml9YZ0CmfJFQ3-xruA">
|
|
<input data-drupal-selector="edit-node-article-54821-updown-rate-widget-0" type="hidden" name="form_id" value="node_article_54821_updown_rate_widget_0">
|
|
<input class="thumbsup-rating-submit button button--primary js-form-submit form-submit" data-drupal-selector="edit-submit" data-disable-refocus="true" type="submit" id="edit-submit--2" name="op" value="Save">
|
|
<div class="vote-result js-form-wrapper form-wrapper" data-drupal-selector="edit-result" id="edit-result"><div class="rate-widget-thumbs-up rate-score">
|
|
168 readers like this. </div>
|
|
</div>
|
|
|
|
<div class="rate-score"></div>
|
|
</div>
|
|
|
|
|
|
</form>
|
|
</div>
|
|
|
|
</div>
|
|
<div class="block block-layout-builder block-extra-field-blocknodearticlecontent-moderation-control">
|
|
|
|
|
|
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
<div class="layout layout--onecol">
|
|
<div class="layout__region layout__region--content">
|
|
<div class="block block-layout-builder block-field-blocknodearticlefield-lead-image">
|
|
|
|
|
|
|
|
<div class="field field--name-field-lead-image field--type-entity-reference field--label-hidden field__item"><article class="media media--type-image media--view-mode-caption">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/lead-images/metrics_lead-steps-measure.png" width="520" height="292" alt="Green graph of measurements" title="Green graph of measurements">
|
|
|
|
</div>
|
|
|
|
<div class="field field--name-field-caption field--type-text-long field--label-hidden caption field__item"><span class="caption__byline">Image by: </span><p>Internet Archive Book Images. Modified by Opensource.com. CC BY-SA 4.0</p>
|
|
</div>
|
|
|
|
</article>
|
|
</div>
|
|
|
|
</div>
|
|
<div class="block block-layout-builder block-field-blocknodearticlebody">
|
|
|
|
|
|
|
|
<div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>The game is changing for the IT ops community, which means the rules of the past make less and less sense. Organizations need accurate, understandable, and actionable metrics in the right context to measure operations performance and drive critical business transformation.</p>
|
|
<p>The more customers use modern tools and the more variation in the types of incidents they manage, the less sense it makes to smash all those different incidents into one bucket to compute an average resolution time that will represent ops performance, which is what IT has been doing for a long time.</p>
|
|
<h2 id="history-and-metrics">History and metrics</h2>
|
|
<p>History shows that context is key when analyzing signals to prevent errors and misunderstandings. For example, during the 1980s, Sweden set up a system to analyze hydrophone signals to alert them to Russian submarines in local Sweden waters. The Swedes used an acoustic signature they thought represented a class of Russian submarines—but was actually <a href="https://blogfishx.blogspot.com/2014/05/herring-fart-to-communicate.html" target="_blank">gas bubbles</a> released by herring when confronted by a potential predator. This misinterpretation of a metric increased tensions between the countries and almost resulted in a war.</p>
|
|
<p></p><article class="align-center media media--type-image media--view-mode-full" title="Funny fish cartoon">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="https://opensource.com/sites/default/files/uploads/fish.png" width="500" height="346" alt="Funny fish cartoon" title="Funny fish cartoon">
|
|
|
|
</div>
|
|
|
|
<div class="field field--name-field-caption field--type-text-long field--label-hidden caption field__item"><span class="caption__byline">Image by: </span><p><a href="https://pixabay.com/vectors/fish-funny-cartoon-odd-surprised-33712/" rel="ugc">Clker-Free-Vector-Images, Pixabay License</a></p>
|
|
</div>
|
|
|
|
</article>
|
|
|
|
<p>Mean time to resolve (MTTR) is the main ops performance metric operations managers use to gain insight towards achieving their goals. It is an age-old measure based on systems reliability engineering. MTTR has been adopted across many industries, including manufacturing, facility maintenance, and, more recently, IT ops, where it represents the average time it takes to resolve incidents from the time they were created across a given period of time.</p>
|
|
<p>MTTR is calculated by dividing the time it takes to resolve all incidents (from the time of incident creation to time of resolution) by the total number of incidents.</p>
|
|
<p></p><article class="align-center media media--type-image media--view-mode-full" title="MTTR formula">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="https://opensource.com/sites/default/files/uploads/mttr.png" width="508" height="138" alt="MTTR formula" title="MTTR formula">
|
|
|
|
</div>
|
|
|
|
<div class="field field--name-field-caption field--type-text-long field--label-hidden caption field__item"><span class="caption__byline">Image by: </span><p>Ophir Ronen, CC BY</p>
|
|
</div>
|
|
|
|
</article>
|
|
|
|
<p>MTTR is exactly what it says: It's the average across <strong><em>all</em></strong> incidents. MTTR smears together both high- and low-urgency incidents. It also repetitively counts each separate, ungrouped incident and results in a biased resolve time. It includes manually resolved and auto-resolved incidents in the same context. It mashes together incidents that are tabled for days (or months) after creation or are even completely ignored. Finally, MTTR includes every little transient burst (incidents that are auto-closed in under 120 seconds), which are either noisy non-issues or quickly resolved by a machine.</p>
|
|
<p></p><article class="align-center media media--type-image media--view-mode-full" title="Variability in incident types">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="https://opensource.com/sites/default/files/uploads/incidents.png" width="500" height="381" alt="Variability in incident types" title="Variability in incident types">
|
|
|
|
</div>
|
|
|
|
<div class="field field--name-field-caption field--type-text-long field--label-hidden caption field__item"><span class="caption__byline">Image by: </span><p>Ophir Ronen, CC BY</p>
|
|
</div>
|
|
|
|
</article>
|
|
|
|
<p>MTTR takes all incidents, regardless of type, throws them into a single bucket, mashes them all together, and calculates an "average" resolution time across the entire set. This overly simplistic method results in a noisy, erroneous, and misleading indication of how operations is performing.</p>
|
|
<h2 id="a-new-way-of-measuring-performance">A new way of measuring performance</h2>
|
|
<p>Critical incident response time (CIRT) is a new, significantly more accurate method to evaluate operations performance. CIRT focuses on the incidents that are most likely to impact business by culling noise from incoming signals using the following techniques:</p>
|
|
<ol>
|
|
<li>Real business-impacting (or potentially impacting) incidents are very rarely low urgency, so rule out all low-urgency incidents.</li>
|
|
<li>Real business-impacting incidents are very rarely (if ever) auto-resolved by monitoring tools without the need for human intervention, so rule out incidents that were not resolved by a human.</li>
|
|
<li>Short, bursting, and transient incidents that are resolved within 120 seconds are highly unlikely to be real business-impacting incidents, so rule them out.</li>
|
|
<li>Incidents that go unnoticed, tabled, or ignored (not acknowledged, not resolved) for a very long time are rarely business-impacting; rule them out. Note: This threshold can be a statistically derived number that is customer-specific (e.g., two standard deviations above the mean) to avoid using an arbitrary number.</li>
|
|
<li>Individual, ungrouped incidents generated by separate alerts are not representative of the larger business-impacting incident. Therefore, simulate incident groupings with a very conservative threshold, e.g., two minutes, to calculate response time.</li>
|
|
</ol>
|
|
<p>What effect does applying these assumptions have on response times? In a nutshell, a very, very large effect!</p>
|
|
<p>
|
|
</p><div class="embedded-callout-menu callout-float-right">
|
|
<div class="view view-related-content-callout view-id-related_content_callout view-display-id-default">
|
|
<div class="view-header">
|
|
<p>More DevOps resources</p>
|
|
</div>
|
|
<div class="view-content">
|
|
<div class="item-list">
|
|
<ul>
|
|
<li><a href="/resources/devops?intcmp=7013a00000263HlAAI">What is DevOps?</a></li>
|
|
<li><a href="/downloads/devops-hiring-guide?intcmp=7013a00000263HlAAI">The ultimate DevOps hiring guide</a></li>
|
|
<li><a href="/downloads/devops-monitoring-guide?intcmp=7013a00000263HlAAI">DevOps monitoring tools guide</a></li>
|
|
<li><a href="/downloads/devsecops?intcmp=7013a00000263HlAAI">Getting started with DevSecOps</a></li>
|
|
<li><a href="https://enterprisersproject.com/cheat-sheet-devops-glossary?intcmp=7013a00000263HlAAI">Download the DevOps glossary</a></li>
|
|
<li><a href="https://www.ansible.com/resources/ebooks/ansible-for-devops?intcmp=7013a00000263HlAAI">eBook: Ansible for DevOps</a></li>
|
|
<li><a href="/tags/devops?src=devops_resource_menu2">Latest DevOps articles</a></li>
|
|
</ul>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
</div>
|
|
<p>By focusing on ops performance during critical, business-impacting incidents, the resolve-time distribution narrows and shifts greatly to the left, because now it is dealing with similar types of incidents rather than all events.</p>
|
|
<p>Because MTTR calculates a much longer, artificially skewed response time, it is a poor indicator of operations performance. CIRT, on the other hand, is an intentional measure focused on the incidents that matter most to business.</p>
|
|
<p>An additional critical measure that is wise to use alongside CIRT is the percentage of incidents which are acknowledged and resolved. This is important, as it validates whether the CIRT (or MTTA/MTTR for that matter) is worth utilizing. For example, if an MTTR result is low, say 10 minutes, it sounds great, but if only 42% of incidents are resolved, then that MTTR is suspect.</p>
|
|
<p>In summary, CIRT and the percentage of incidents acknowledged and resolved form a valuable set of metrics that give you a much better idea of how your operations are performing. Gauging performance is the first step to improving performance, so these new measures are key to achieving continuous cycles of measurable improvement for your organization.</p>
|
|
</div>
|
|
|
|
</div>
|
|
<div class="block block-layout-builder block-field-blocknodearticlefield-listicle-title">
|
|
|
|
|
|
|
|
<div class="hidden field field--name-field-listicle-title field--type-string field--label-hidden field__item">What to read next</div>
|
|
|
|
</div>
|
|
<div class="block block-layout-builder block-field-blocknodearticlefield-tags">
|
|
|
|
|
|
|
|
<div class="field field--name-field-tags field--type-entity-reference field--label-inline clearfix">
|
|
<div class="field__label">Tags</div>
|
|
<div class="field__items">
|
|
<div class="field__item"><a href="/tags/devops" hreflang="en">DevOps</a></div>
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
<div class="views-element-container author-block block block-views block-views-blockauthor-info-author-info">
|
|
<div class="author-block__wrapper">
|
|
|
|
|
|
<div><div class="view view-author-info view-id-author_info view-display-id-author_info js-view-dom-id-95b0f58556a3a35892fe42f502cb2f91376d6698945a3bc1c04f6c1a0438402e">
|
|
|
|
|
|
|
|
<div class="view-content">
|
|
<div class="views-row"><div class="views-field views-field-field-display-name"><div class="field-content"><a href="/users/ophir" hreflang="en">Ophir Ronen</a></div></div><div class="views-field views-field-field-user-picture"><div class="field-content"><article class="media media--type-image media--view-mode-_50x150">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/150x150/public/osdc_default_avatar_1.png?itok=_keMXcwx" width="150" height="150" alt="Avatar" title="Avatar" class="image-style-_50x150">
|
|
|
|
|
|
</div>
|
|
|
|
</article>
|
|
</div></div><div class="views-field views-field-field-user-about"><span class="field-content">Ophir Ronen is an experienced Internet entrepreneur having started his career as a co-founder of Internap Network Services. He has built five companies since including EE HQ, which PagerDuty acquired in 2015. At PagerDuty, he founded Event Intelligence, the Operations Command Console, and the Operations Health Management Service (OHMS).</span></div><div class="views-field views-field-nothing"><span class="field-content"><a href="/users/ophir">More about me</a></span></div></div>
|
|
|
|
</div>
|
|
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
|
|
<div class="views-element-container author-block block block-views block-views-blockauthor-info-block-1">
|
|
<div class="author-block__wrapper plain">
|
|
|
|
|
|
<div><div class="view view-author-info view-id-author_info view-display-id-block_1 js-view-dom-id-427ad0d83a351aac77c1fbdecd861925106fa605ed31e604d2267d29e57a38fe">
|
|
|
|
|
|
|
|
<div class="view-content">
|
|
<div class="views-row"><div class="views-field views-field-field-display-name"><div class="field-content"><a href="/users/juliegund" hreflang="en">Julie Gunderson</a></div></div><div class="views-field views-field-field-user-picture"><div class="field-content"><article class="media media--type-image media--view-mode-_50x150">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/150x150/public/pictures/capture_0.png?itok=DQheKoGc" width="150" height="150" alt="User profile image." class="image-style-_50x150">
|
|
|
|
|
|
</div>
|
|
|
|
</article>
|
|
</div></div><div class="views-field views-field-field-user-about"><span class="field-content">Julie is a DevOps Advocate at PagerDuty. Julie’s infectious optimism and passion for people has naturally led her to cultivating relationships, developing technical communities and fostering empowered mindsets. Julie has been actively involved in the DevOps space for over five years. She is passionate about helping individuals, teams and organizations understand DevOps best practices.</span></div><div class="views-field views-field-nothing"><span class="field-content"><a href="/users/juliegund">More about me</a></span></div></div>
|
|
<div class="views-row"><div class="views-field views-field-field-display-name"><div class="field-content"><a href="/users/kearnsjd" hreflang="en">Justin Kearns</a></div></div><div class="views-field views-field-field-user-picture"><div class="field-content"><article class="media media--type-image media--view-mode-_50x150">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/150x150/public/pictures/mugshot_0.png?itok=_nDJQBGO" width="150" height="150" alt="User profile image." class="image-style-_50x150">
|
|
|
|
|
|
</div>
|
|
|
|
</article>
|
|
</div></div><div class="views-field views-field-field-user-about"><span class="field-content">Justin is a Data Scientist at PagerDuty, where he enjoys gleaning insights from the orchestrated human response to digital signals flowing through operations infrastructure.</span></div><div class="views-field views-field-nothing"><span class="field-content"><a href="/users/kearnsjd">More about me</a></span></div></div>
|
|
|
|
</div>
|
|
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
|
|
<div class="block block-layout-builder block-field-blocknodearticlefield-comments">
|
|
|
|
|
|
<section id="comments" class="field field--name-field-comments field--type-comment field--label-hidden comment-wrapper">
|
|
|
|
|
|
<div class="comments__count">
|
|
<h2>1 Comment</h2>
|
|
<div class="login">These comments are closed.</div>
|
|
</div>
|
|
|
|
|
|
<article data-comment-user-id="256161" id="comment-180106" class="comment js-comment">
|
|
<mark class="hidden" data-comment-timestamp="1563128708"></mark>
|
|
|
|
<footer class="comment__meta">
|
|
<article class="media media--type-image media--view-mode-byline">
|
|
|
|
|
|
<div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <img loading="lazy" src="/sites/default/files/styles/medium/public/osdc_default_avatar_1.png?itok=G0WcUo3c" width="100" height="100" alt="Avatar" title="Avatar" class="image-style-medium">
|
|
|
|
|
|
</div>
|
|
|
|
</article>
|
|
|
|
<div>
|
|
<div class="comment__submitted">
|
|
<a href="/users/marcobravo">Marco Bravo</a> | July 14, 2019
|
|
<div class="rate-widget thumbsup"><form class="comment-content-180106-updown-rate-widget-0 vote-form" id="rate-widget-base-form--2" data-drupal-selector="comment-content-180106-updown-rate-widget-0" action="/article/19/7/measure-operational-performance" method="post" accept-charset="UTF-8">
|
|
<div class="rate-widget-thumbs-up">
|
|
<div class="thumbsup-rating-wrapper rate-disabled" can-edit="false"><div class="form-item js-form-item form-type-radio js-form-type-radio form-item-value js-form-item-value form-disabled">
|
|
<label class="form-item js-form-item form-type-radio js-form-type-radio form-item-value js-form-item-value form-disabled rating-label thumbsup-rating-label thumbsup-rating-label-up vote-pending rate-thumbs-up-btn-up"><input twig-suggestion="rating-input" class="rating-input thumbsup-rating-input form-radio" data-drupal-selector="edit-value-1-2" disabled="disabled" type="radio" id="edit-value-1--2" name="value" value="1">
|
|
</label>
|
|
</div>
|
|
</div><input data-drupal-selector="form-tysw-gn0bximevr3pnpkcdrttwe6nixsijm83fo-sse" type="hidden" name="form_build_id" value="form-tysw-Gn0bxImeVr3PnpkcdrtTWE6NIxsIjm83fO-sSE">
|
|
<input data-drupal-selector="edit-comment-content-180106-updown-rate-widget-0" type="hidden" name="form_id" value="comment_content_180106_updown_rate_widget_0">
|
|
<input class="thumbsup-rating-submit button button--primary js-form-submit form-submit" data-drupal-selector="edit-submit" data-disable-refocus="true" type="submit" id="edit-submit--4" name="op" value="Save">
|
|
<div class="vote-result js-form-wrapper form-wrapper" data-drupal-selector="edit-result" id="edit-result--2"><div class="rate-widget-thumbs-up rate-score">
|
|
No readers like this yet.
|
|
</div>
|
|
</div>
|
|
|
|
<div class="rate-score"></div>
|
|
</div>
|
|
|
|
|
|
</form>
|
|
</div>
|
|
|
|
</div>
|
|
<div class="content">
|
|
|
|
<div class="clearfix text-formatted field field--name-comment-body field--type-text-long field--label-hidden field__item"><p>Really useful information. Thanks for share.</p>
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</footer>
|
|
|
|
</article>
|
|
|
|
|
|
|
|
</section>
|
|
|
|
</div>
|
|
<div class="views-element-container related-articles block block-views block-views-blockrelated-articles-related-articles">
|
|
|
|
<h2 class="related-articles__title">Related Content</h2>
|
|
|
|
<div><div class="view view-related-articles view-id-related_articles view-display-id-related_articles js-view-dom-id-fa13bf812d4dcc0d599c26eaa8d53b8a04f37516a472c2cf139a5d45eea8bcc3">
|
|
|
|
|
|
|
|
<div class="view-content">
|
|
<div class="views-row"><div class="views-field views-field-field-lead-image"><div class="field-content"> <a href="/article/23/2/automate-common-tasks-rundeck" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/222x125/public/lead-images/team_dev_email_chat_video_work_wfm_desk_520.png?itok=H-wvpztI" width="222" height="125" alt="Working on a team, busy worklife" title="Working on a team, busy worklife" class="image-style-_22x125">
|
|
|
|
</a>
|
|
</div></div><div class="views-field views-field-title"><span class="field-content"><a href="/article/23/2/automate-common-tasks-rundeck" hreflang="en">Delegate common tasks with an open source automation tool</a></span></div></div>
|
|
<div class="views-row"><div class="views-field views-field-field-lead-image"><div class="field-content"> <a href="/article/23/2/open-source-mitigate-risk" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/222x125/public/lead-images/BIZ_question_B.png?itok=yy1CXqVy" width="222" height="125" alt="A bunch of question marks" title="A bunch of question marks" class="image-style-_22x125">
|
|
|
|
</a>
|
|
</div></div><div class="views-field views-field-title"><span class="field-content"><a href="/article/23/2/open-source-mitigate-risk" hreflang="en">4 questions open source engineers should ask to mitigate risk at scale</a></span></div></div>
|
|
<div class="views-row"><div class="views-field views-field-field-lead-image"><div class="field-content"> <a href="/article/23/2/gherkin-language-developers" hreflang="en"><img loading="lazy" src="/sites/default/files/styles/222x125/public/lead-images/practicing-empathy.jpg?itok=2mvA2FoR" width="222" height="125" alt="Practicing empathy" title="Practicing empathy" class="image-style-_22x125">
|
|
|
|
</a>
|
|
</div></div><div class="views-field views-field-title"><span class="field-content"><a href="/article/23/2/gherkin-language-developers" hreflang="en">How the Gherkin language bridges the gap between customers and developers</a></span></div></div>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<div class="block block-layout-builder block-field-blocknodearticlefield-default-license">
|
|
|
|
|
|
|
|
<div class="field field--name-field-default-license field--type-list-string field--label-hidden field__item"><a rel="license" href="https://creativecommons.org/licenses/by-sa/4.0/">
|
|
<img alt="Creative Commons License" src="/themes/osdc/assets/img/cc-by-sa-4.png" title="This work is licensed under a Creative Commons Attribution-Share Alike 4.0 International License."></a>This work is licensed under a Creative Commons Attribution-Share Alike 4.0 International License.</div>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
</article>
|
|
|
|
|
|
|
|
|
|
</div>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
</main>
|
|
|
|
<footer class="global_footer">
|
|
<div class="wrapper">
|
|
<div class="region region-left-footer">
|
|
<div id="block-aboutthissitefooter" class="block block-block-content block-block-content1d00183d-1f84-4ed3-9367-c632014cd322">
|
|
|
|
<h2>About This Site</h2>
|
|
|
|
|
|
<div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>The opinions expressed on this website are those of each author, not of the author's employer or of Red Hat.</p>
|
|
<p><a href="/">Opensource.com</a> aspires to publish all content under a <a href="https://creativecommons.org/licenses/">Creative Commons license</a> but may not be able to do so in all cases. You are responsible for ensuring that you have the necessary permission to reuse any work on this site. Red Hat and the Red Hat logo are trademarks of Red Hat, LLC, registered in the United States and other countries.</p>
|
|
<p>A note on advertising: Opensource.com does not sell advertising on the site or in any of its newsletters.</p>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<div class="region region-right-footer">
|
|
<div id="block-sitebranding" class="block block-system block-system-branding-block">
|
|
|
|
|
|
<div class="branding">
|
|
<a href="/" rel="home" aria-label class="branding__logo">
|
|
<img src="/themes/osdc/logo.svg" alt="Home">
|
|
</a>
|
|
</div>
|
|
</div>
|
|
|
|
</div>
|
|
|
|
<div class="region region-copyright">
|
|
<div id="block-copyrightfooter" class="block block-block-content block-block-contentc0a744a4-2740-4f8a-a693-ee8d7cb5ff86">
|
|
|
|
|
|
|
|
<div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>Copyright ©<span id="copyright-year">2021</span> Red Hat, LLC</p>
|
|
</div>
|
|
|
|
</div>
|
|
<nav role="navigation" aria-labelledby="block-legal-menu" id="block-legal" class="block block-menu navigation menu--legal">
|
|
|
|
<h2 class="visually-hidden" id="block-legal-menu">Legal</h2>
|
|
|
|
|
|
|
|
<ul class="menu">
|
|
<li class="menu-item">
|
|
<a href="/privacy-policy" data-drupal-link-system-path="node/17705">Privacy Policy</a>
|
|
</li>
|
|
<li class="menu-item">
|
|
<a href="/legal" data-drupal-link-system-path="legal">Terms of use</a>
|
|
</li>
|
|
<li class="menu-item">
|
|
<span id="teconsent"></span>
|
|
</li>
|
|
</ul>
|
|
|
|
|
|
|
|
</nav>
|
|
|
|
</div>
|
|
|
|
</div>
|
|
<div id="consent_blackbar"></div>
|
|
|
|
</footer>
|
|
</div>
|
|
</div>
|
|
|
|
<cpx-reporter event="User Detected" auto><script type="data">{"loggedIn":false}</script>
|
|
</cpx-reporter>
|
|
<cpx-reporter auto event="Page Load Completed"></cpx-reporter>
|
|
<script type="application/json" data-drupal-selector="drupal-settings-json">{"path":{"baseUrl":"\/","pathPrefix":"","currentPath":"node\/54821","currentPathIsAdmin":false,"isFront":false,"currentLanguage":"en"},"pluralDelimiter":"\u0003","suppressDeprecationErrors":true,"ajaxPageState":{"libraries":"eJxVUVtyxCAMuxCEI2Uc8Aa6BlMM2aanr_PYafsRRhJCJsITiOxuAUHjL5xKwNIxvHlGEVhR3rxwUK8uUlKt2N0fPMW0RtKvf6ifc9YkF9qoQNNN7bLbLeELmxoa6riOrej-x-fAtk8PbvnaKYqA0jeaAB0Idmxzxq54db5-zQ0rNz08a3LlotlGTTz6HJJ43jTNqeyZTMaQwD0SqX3yUHviYliCdzB65GYXYv_8pxyTLuG-uFxsJV6ALlyZbtSQQDuznvV39CKnKAjNR3O43iUc2FIqTzFND7hRNu5oI1LVQk7pZXsceZFRTYs6O-A2gxa09-TFBU351Y9i5rMZd0-2qWO2npJ_6hPKLkqv5z1KF3euU-YwCH8Ag_PFyw","theme":"osdc","theme_token":null},"ajaxTrustedUrl":{"form_action_p_pvdeGsVG5zNF_XLGPTvYSKCf43t8qZYSwcfZl2uzM":true,"\/article\/19\/7\/measure-operational-performance?ajax_form=1":true,"\/site-search":true},"ajax":{"edit-submit--4":{"disable-refocus":true,"callback":"::ajaxSubmit","event":"click","wrapper":"rate-widget-base-form--2","progress":{"type":null},"url":"\/article\/19\/7\/measure-operational-performance?ajax_form=1","httpMethod":"POST","dialogType":"ajax","submit":{"_triggering_element_name":"op","_triggering_element_value":"Save"}},"edit-submit--2":{"disable-refocus":true,"callback":"::ajaxSubmit","event":"click","wrapper":"rate-widget-base-form","progress":{"type":null},"url":"\/article\/19\/7\/measure-operational-performance?ajax_form=1","httpMethod":"POST","dialogType":"ajax","submit":{"_triggering_element_name":"op","_triggering_element_value":"Save"}}},"user":{"uid":0,"permissionsHash":"bc13164d8931f8d14b743e3c22c9159308b51a70c1eafe240ce98221f01ff908"}}</script>
|
|
<script src="/sites/default/files/js/js_Wlv6wa8kL6PCkC1orXiTY8r2QgMkdPttdi_yc1ADois.js?scope=footer&delta=0&language=en&theme=osdc&include=eJxNT1sSwyAIvJDGIzlGaTRVsYhJvX3pa9oPZpZddoHg2GU3gWwBFrwZ3-6WoCGxkB5LwwqVFUXBAQ4bZMq-LMZjZdF0Yija5-SvEBT24M2WcXX5jd3giKSf-UoyijhMoNFcXj6tXqc-EpxAihyDGfVABh0hty91ao6jrH00ySAwSTZTlYj9NoDmckEqogToNbUGbP7wEtMWsxTv_feHE_fk5LsJcsoDo0hnbw"></script>
|
|
<script src="/themes/osdc/node_modules/%40patternfly/pfe-readtime/dist/pfe-readtime.min.js?sqka6y" type="module"></script>
|
|
<script src="/sites/default/files/js/js_1iq4NLQ-hqHdXTq7H1u5V5e5_FLPqt3wDRjw2y_2tk4.js?scope=footer&delta=2&language=en&theme=osdc&include=eJxNT1sSwyAIvJDGIzlGaTRVsYhJvX3pa9oPZpZddoHg2GU3gWwBFrwZ3-6WoCGxkB5LwwqVFUXBAQ4bZMq-LMZjZdF0Yija5-SvEBT24M2WcXX5jd3giKSf-UoyijhMoNFcXj6tXqc-EpxAihyDGfVABh0hty91ao6jrH00ySAwSTZTlYj9NoDmckEqogToNbUGbP7wEtMWsxTv_feHE_fk5LsJcsoDo0hnbw"></script>
|
|
|
|
</body>
|
|
</html>
|