Kinbata press release
“For the longest time, it seemed like the primary metric of incident management was measuring the MTTR (the mean time to resolution) it took to find and fix something. Now the market is evolving, and perhaps it’s time the ‘mean-time’ metrics are replaced by a kinder,
more positive incident culture,” said Jason English, Principal Analyst at Intellyx in their report Evolving towards a positive incident culture. “We can see that success in modern incident management means far more than encouraging managers handing out Lucite awards for faster MTTRs. A positive incident culture gives extended teams a shared sense of responsibility for continually improving customer and employee experiences.”
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