Tracking Mean Time To Restore (MTTR) is standard industry practice for incident response and analysis, but should it be?
Courtney Nash, an Internet Incident Librarian, argues that MTTR is not a reliable metric - and we think she's got a point.
We caught up with Courtney at the DevOps Enterprise Summit in Las Vegas, where she was making her case against MTTR in favor of alternative metrics (SLOs and cost of coordination data), practices (Near Miss analysis), and mindsets (humans are the solution, not the problem) to help organization better learn from their incidents.
Episode Highlights:
- (1:54) The end of MTTR?
- (4:50) Library of incidents
- (13:20) What is an incident?
- (19:41) Cost of coordination
- (22:13) Near misses
- (24:21) Mental models
- (28:16) Role of language in shaping public discourse
- (29:33) Learnings from The Void
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Great insights on moving beyond MTTR to more meaningful incident metrics. One parallel I see from our PNP payslip processing: focusing solely on “time to issue” (like MTTR) often misses the bigger picture—such as accuracy, validation steps, and stakeholder coordination. Just like near‑miss analysis in incident reports helps avoid recurring issues, logging every payslip discrepancy—even minor ones—can surface systemic problems (e.g., tax code misapplication, rounding errors) before they hit critical payroll impact. Ultimately, emphasizing process quality over speed creates more reliable outcomes—whether you're restoring systems or delivering pay.
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