How “First time Resolution”,”MTTR” metrics in IT service Management can make you lose your customers in fixed price contract?
MTTR (Mean time to repair) Metric is widely used metric in IT service management operations irrespective of contractual agreement type.
However, in fixed price contract, this metric creates an illusion for service providers that all is well.
The hidden risks associated with the below two points are
1)MTTR metric focuses on Mean time to repair- it does not give actual time spent on restoring/repairing each and every incident(as its fixed price contract)