ITIL 4 Foundation Practice Exam

What does the mean time to restore service (MTRS) measure?

1. The duration of planned maintenance

2. The speed of service restoration after a failure

3. The time it takes to launch a new product

4. The average response time of customer service

The correct answer is: The speed of service restoration after a failure

Mean time to restore service (MTRS) is a critical metric in IT service management that specifically measures the speed at which services can be restored after a failure occurs. This metric is essential for understanding the efficiency of incident management and response efforts within an organization's service management framework. When a service interruption happens—due to various reasons such as technical failures, outages, or unforeseen incidents—MTRS helps organizations assess how quickly they can address and resolve the issue to bring the service back online. A lower MTRS indicates a faster recovery, which is crucial for minimizing downtime and ensuring continuity of service for users and customers. This focus on speed and efficiency not only impacts customer satisfaction and user experience but also reflects the overall resilience of the IT service management processes in place. By analyzing MTRS, organizations can identify areas for improvement in their response strategies, which can lead to enhanced service reliability in the future. Other options do not align with the definition of MTRS. For instance, the duration of planned maintenance relates to scheduled service interruptions rather than unexpected failures. The time it takes to launch a new product pertains to development and deployment cycles, which is a different context altogether. Lastly, average response time of customer service measures how quickly customer inquiries are