08-31-2023 07:15:45 AM
IT Service Management
There is typically an implied "mean" in front of those metrics mean-time-to-resolve and mean-time-to-escalate, etc. Having said that, I despise mean and averages but it is the norm and common practice. This book by Dan Savage, The Flaw of Averages, gets at some of the problems when using averages to ...