Attributing Friction, Not Blame
Mean Time to Resolution is the most reported, least actionable metric in ITSM — because last-click attribution blames whichever team closes the ticket for time that was never theirs. See how Service Delivery Attribution fixes the math.
Executive Summary
This Is The Way
The Way It Was
MTTR is the most reported, least actionable metric in ITSM. The standard model uses last-click attribution: whichever team closes the ticket wears the entire resolution time — credit or blame — regardless of how much of that time was actually theirs. Most of the clock burns in early-stage coordination delays, queue idling, and handoffs, long before the team that gets blamed ever sees the ticket. Punishing the last team to touch it doesn't fix anything. It teaches teams to protect themselves, hides where the system is actually slow, and turns every retro into an argument about whose fault it was instead of where the friction actually lives.