The game is changing for the IT ops community, which means the rules of the past make less and less sense. Organizations need accurate, understandable, and actionable metrics in the right context to measure operations performance and drive critical business transformation.
The more customers use modern tools and the more variation in the types of incidents they manage, the less sense it makes to smash all those different incidents into one bucket to compute an average resolution time that will represent ops performance, which is what IT has been doing for a long time.
Supporting Open Source.
Have you tried: Sailing in Africa ?