As originally published by Forbes Technology Council.
Years ago, when I was an industry analyst researching operational efficiency, I discovered something disturbing: The average mean time to repair (MTTR) for IT incidents was four hours, with the first hour spent waiting for customers to report the problem.
We’ve barely improved since then, and many industries still rely on the under-five-hour benchmark.
We’ve invested billions in observability platforms, AI-powered analytics and monitoring tools. Yet we’re still waiting for customers to tell us when applications are broken. The problem isn’t our tools. It’s our paradigm.