October 8, 2025

Nobody Cares About Your MTTR

Why your internal IT metrics are invisible to the business, and how to connect network performance to the impact that truly matters.

6 min read

Written by: Yann Guernion

Key Takeaways

See why internal IT metrics like MTTR are irrelevant to business leaders.
Employ network observability to connect a specific network fault to a measurable business disruption.
Shift from being a reactive cost center to a strategic partner focused on protecting the business.

I’ve been in those late-night "war room" calls where, after hours of painstaking work, the team finally resolves a critical outage. The dashboards all turn green, a collective sigh of relief is shared, and the next day’s report highlights a victory: Mean time to resolution (MTTR) was reduced by 15% compared to the last major incident. It feels like a win.

But have you ever stepped out of that technical echo chamber and tried to explain this victory to the head of e-commerce? You quickly realize you might as well be speaking a different language. Your metric of success, the speed of your fix, is completely overshadowed by their metric of failure: the number of stalled and cancelled transactions and the dip in customer satisfaction that occurred during those hours you were busy resolving the issue. This is the moment you realize that for the business, how fast you fix a problem is far less important than the scope of the business disruption it caused.

The language barrier

As IT and network professionals, we have been trained to measure our success with a specific set of internal metrics. We obsess over uptime percentages, latency, and jitter. We build entire operational models around reducing MTTR. These are the vital signs we use to gauge the health of our infrastructure, and they are important for our internal processes. But to the rest of the business, they are abstract, technical jargon.

Your organization doesn't run on low latency; it runs on successful credit card transactions and productive employees. Your executives aren’t evaluating you on MTTR; they are evaluating you on the quality of the customer's digital experience. When you present a report celebrating a faster resolution time for an issue that still prevented a thousand potential customers from completing their orders, you are not seen as a hero. You are seen as the leader of a department that is, at best, disconnected from the business mission.

From technical alert to business context

This communication gap isn't anyone's fault; it's a fundamental limitation of the tools we have historically relied upon. Your monitoring platform is excellent at telling you the "what." It can tell you that a specific firewall is experiencing high CPU utilization. This is a critical diagnostic capability. However, it cannot tell you the "so what." It can't tell you that because of this issue, the logistics application has been degraded for 45 minutes, which has had a negative impact on all warehouses in North America.

Without this crucial context, you are forever stuck on the defense. You are forced to justify your team's existence based on your ability to react to problems rather than your ability to create value. You can't walk into a budget meeting and make a compelling case for a strategic network upgrade because you can't quantify the business impact of the incidents you prevent. You can only speak of technical improvements, not of reducing business disruption.

The Rosetta Stone for your network

To change this dynamic, you need a translator. You need a way to bridge the gap between a technical network event and its tangible impact on a business service. This is the real promise of moving from traditional monitoring to true network observability. It’s the Rosetta Stone that allows IT and the business to finally speak the same language.

This is achieved by gaining the ability to trace the entire journey of an application, from the user's device, across every network (whether you own it or not), all the way to the application infrastructure itself. By continuously measuring the performance along that path, you can connect path degradation directly to service disruption.

The conversation changes completely. You are no longer just reporting on an abstract "slowness" issue. You can state with certainty that a 15% increase in packet loss on a specific internet provider's backbone, starting at 2:05 PM, directly correlated with a 90-minute period of severe degradation for your cloud CRM, primarily affecting your European sales team. The blame game with your providers ends because you have the data to prove exactly where the fault lies, transforming your relationship from one of frustration to one of accountability.

Suddenly, a vague network problem becomes a measurable business disruption event. The value of your team is no longer measured by how fast you fix things, but by your ability to quantify the business impact of these events and ultimately prevent them from happening. This level of insight is what allows business leaders to calculate the financial cost of an issue and what empowers you to have meaningful conversations about the investments needed to keep them from occurring in the first place.

To see how network observability delivers tailored visibility for the critical services that power your specific industry, explore our industry solutions page.

Tag(s): DX NetOps , AppNeta , Network Monitoring , Network Observability , Network Management , MTTR , ISP , SaaS , SLO , SLA

Yann Guernion

Yann has several decades of experience in the software industry, from development to operations to marketing of enterprise solutions. He helps Broadcom deliver market-leading solutions with a focus on Network Management.

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