Going beyond MTTx and measuring “good” incident management

We've been exploring the limitations of traditional metrics like MTTR (mean time to recovery) in measuring effective incident management. These time-based metrics are easy to calculate and provide a simple metric for comparison, but they're often misleading as they don't account for the quality of the incident response process. To address this, we built a benchmark report that focuses on quality-focused, data-backed metrics that reflect what actually happens during incident response, such as time to mobilize, time to assign a lead, frequency of updates, and out-of-hours paging. These metrics provide a more nuanced understanding of an organization's incident management process, enabling fair comparison and actionable insights for improvement.