Create a robust incident-management action plan. times then gives the mean time to resolve. This is just a simple example. Each repair process should be documented in as much detail as possible, for everyone involved, to avoid steps being overlooked or completed incorrectly. Please let us know by emailing blogs@bmc.com. Keep up to date with our weekly digest of articles. (The acronym MTTR can also stand for mean time to recovery, mean time to resolve and mean time to resolution, all of . Computers take your order at restaurants so you can get your food faster. Mean Time to Repair and Mean Time Between Failures (or Faults) are two of the most common failure metrics in use. It includes both the repair time and any testing time. Time obviously matters. To show incident MTTR, we'll add a metric element and use the following Canvas expression: Much like MTTA, we use the PIVOT function because we need to look at a summary view for each incident. And while it doesnt give you the whole picture, it does provide a way to ensure that your team is working towards more efficient repairs and minimizing downtime. Mean time to detect is one of several metrics that support system reliability and availability. If theyre taking the bulk of the time, whats tripping them up? In todays always-on world, outages and technical incidents matter more than ever before. Mean time to recovery or mean time to restore is theaverage time it takes to Lets further say you have a sample of four light bulbs to test (if you want statistically significant data, youll need much more than that, but for the purposes of simple math, lets keep this small). minutes. When allocating resources, it makes sense to prioritize issues that are more pressing, such as security breaches. Fiix is a registered trademark of Fiix Inc. The third one took 6 minutes because the drive sled was a bit jammed. This e-book introduces metrics in enterprise IT. The opposite is also true: Taking too long to discover incidents isnt bad only because of the incident itself. but when the incident repairs actually begin. MTTA (mean time to acknowledge) is the average time it takes from when an alert is triggered to when work begins on the issue. That way, you can calculate a value of MTTD for each of those layers, which might allow you to get a more detailed and granular view of your organizations incident response capabilities. Knowing how you can improve is half the battle. Are exact specs or measurements included? gives the mean time to respond. took to recover from failures then shows the MTTR for a given system. Keeping MTTR low relative to MTBF ensures maximum availability of a system to the users. Leverage ServiceNow, Dynatrace, Splunk and other tools to ingest data and identify patterns to proactively detect incidents; Automate autonomous resolution for events though ServiceNow, Ignio, Ansible, Terraform and other platforms; Responsible for reducing Mean Time to Resolve (MTTR) incidents Mean time to repair is one way for a maintenance operation to measure how well they are using their time by tracking how quickly they can respond to a problem and repair it. overwhelmed and get to important alerts later than would be desirable. Get the templates our teams use, plus more examples for common incidents. 70K views 1 year ago 5 years ago MTBF and MTTR (Mean Time Between Failures and Mean Time To. during a course of a week, the MTTR for that week would be 10 minutes. down to alerting systems and your team's repair capabilities - and access their MTTR is just a number languishing on a spreadsheet if it doesnt lead to decisions, change, and improvement. Mean time to resolution (MTTR) is a crucial service-level metric for incident management teams. The solution is to make diagnosing a problem easier. And so the metric breaks down in cases like these. Mean time to recovery is often used as the ultimate incident management metric Think about it: If an organization has a great incident management strategy in place, including solid monitoring and observability capabilities, it shouldnt have trouble detecting issues quickly. So, we multiply the total operating time (six months multiplied by 100 tablets) and come up with 600 months. This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. This metric is useful when you want to focus solely on the performance of the a "failure metric") in IT that represents the average time between the failure of a system or component and when it is restored to full functionality. The average resolution time to respond to an incident is often referred to as Mean Time To Resolve (MTTR). Technicians might have a task list for a repair, but are the instructions thorough enough? To calculate the MTTA, we calculate the total time between creation and acknowledgement and then divide that by the number of incidents. Organizations of all shapes and sizes can use any number of metrics. Follow us on LinkedIn, Fold in mean time between failures and the picture gets even bigger, showing you how successful your team is at preventing or reducing future issues. With that, we simply count the number of unique incidents. MTTR = 44 6 The higher the time between failure, the more reliable the system. This incident resolution prevents similar However, if you want to diagnose where the problem lies within your process (is it an issue with your alerts system? The average of all MTBF (mean time between failures) is the average time between repairable failures of a technology product. You need some way for systems to record information about specific events. This situation is called alert fatigue and is one of the main problems in For that, youll need to measure the stages of the repair process in a more granular fashion, looking at things like: Also remember that the MTTR you calculate is only as good as the data it is based on, so make it easy for technicians to log maintenance task time using specially designed service software, rather than manually entering data or filling out paperwork. Mean time between failure (MTBF) incidents during a course of a week, the MTTR for that week would be 10 For example, one of your assets may have broken down six different times during production in the last year. MTTR is the average time required to complete an assigned maintenance task. In this case, the MTTR calculation would look like this: MTTR = 44 hours 6 breakdowns MTTR = 44 6 MTTR = 7.33 hours When you calculate MTTR, it's important to take into account the time spent on all elements of the work order and repair process, which includes: Notifying technicians Diagnosing the issue Fixing the issue In this case, the MTTR calculation would look like this: MTTR = 44 hours 6 breakdowns MTTF works well when youre trying to assess the average lifetime of products and systems with a short lifespan (such as light bulbs). Its probably easier than you imagine. The next step is to arm yourself with tools that can help improve your incident management response. Take the average of time passed between the start and actual discovery of multiple IT incidents. Jira Service Management offers reporting features so your team can track KPIs and monitor and optimize your incident management practice. Because MTTR represents the average time taken to address an issue, it is calculated by adding up all time spend on unscheduled or corrective maintenance in a period, and then dividing this total by the number of incidents in that period. For example, high recovery time can be caused by incorrect settings of the Maintenance teams and manufacturing facilities have known this for a long time. Availability refers to the probability that the system will be operational at any specific instantaneous point in time. To calculate this MTTR, add up the full resolution time during the period you want to track and divide by the number of incidents. Its pretty unlikely. This includes the full time of the outagefrom the time the system or product fails to the time that it becomes fully operational again. and the north star KPI (key performance indicator) for many IT teams. Why observability matters and how to evaluate observability solutions. Allianz-10.pdf. Incident Response Time - The number of minutes/hours/days between the initial incident report and its successful resolution. Or the problem could be with repairs. Its not meant to identify problems with your system alerts or pre-repair delaysboth of which are also important factors when assessing the successes and failures of your incident management programs. Using failure codes eliminate wild goose chases and dead ends, allowing you to complete a task faster. One of the ways used frequently (especially in Incident Management) is the 'Time Worked' field. Mean Time to Repair or MTTR is a metric used to measure how well equipment or services are being maintained, and how quickly issues are being responded to. For example, operators may know to fill out a work order, but do they have a template so information is complete and consistent? However, thats not the only reason why MTTD is so essential to organizations. and, Implementing clear and simple failure codes on equipment, Providing additional training to technicians. These guides cover everything from the basics to in-depth best practices. All Rights Reserved, A look at the tools that empower your maintenance team, Manage maintenance from anywhere, at any time, Track, control, and optimize asset performance, Simplify the way you create, complete, and record work, Connect your CMMS and share data across any system, Collect, analyze, and act on maintenance data, Make sure you have the right parts at the right time, AI for maintenance. How does it compare to your competitors? Mean time to acknowledge (MTTA) and shows how effective is the alerting process. Based on how New Relic deals with incidents, these 10 best practices are designed to help teams reduce MTTR by helping you step up your incident response game: Read more about New Relic's on-call and incident response practices. If you do, make sure you have tickets in various stages to make the table look a bit realistic. Mean Time Between Failures (MTBF): This measures the average time between failures of a repairable piece of equipment or a system. Why It's Important As you know from prior Metric of the Month articles, service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. This blog provides a foundation of using your data for tracking these metrics. The calculation is used to understand how long a system will typically last, determine whether a new version of a system is outperforming the old, and give customers information about expected lifetimes and when to schedule check-ups on their system. MTTR values generally include the following stages: Note: If the technician does not have the parts readily available to complete the repairs, this may extend the total time between the issue arising and the system becoming available for use again. Then divide by the number of incidents. MTTR Calculation (Mean time to repair): Example-3; It's a simple manufacturing process consisting of a single machine. Which means the mean time to repair in this case would be 24 minutes. MTTA is useful in tracking responsiveness. service failure from the time the first failure alert is received. its impossible to tell. There are also a couple of assumptions that must be made when you calculate MTTR. Add the logo and text on the top bar such as. Keep in mind that MTTR is most frequently calculated using business hours (so, if you recover from an issue at closing time one day and spend time fixing the underlying issue first thing the next morning, your MTTR wouldnt include the 16 hours you spent away from the office). This metric helps organizations evaluate the average amount of time between when an incident is reported and when an incident is fully resolved. MTBF is calculated using an arithmetic mean. Configure integrations to import data from internal and external sourc Unlike MTTA, we get the first time we see the state when its new and also resolved. Deploy everything Elastic has to offer across any cloud, in minutes. For such incidents including Join over 14,000 maintenance professionals who get monthly CMMS tips, industry news, and updates. Having separate metrics for diagnostics and for actual repairs can be useful, Get Slack, SMS and phone incident alerts. Tracking mean time to repair allows you to uncover problems in your work order process and put measures in place to correct them. And you need to be clear on exactly what units youre measuring things in, which stages are included, and which exact metric youre tracking. So, lets say were looking at repairs over the course of a week. Book a demo and see the worlds most advanced cybersecurity platform in action. For example: If you had four incidents in a 40-hour workweek and spent one total hour on them (from alert to fix), your MTTR for that week would be 15 minutes. The time to repair is a period between the time when the repairs begin and when To calculate the MTTA, we calculate the total time between creation and acknowledgement and then divide that by the number of incidents. Make sure you understand the difference between the four types of MTTR outlined above and be clear on which one your organization is tracking. The total number of time it took to repair the asset across all six failures was 44 hours. If the website is down several times per day but only for a millisecond, a regular user may not experience the impact. They might differ in severity, for example. For example, a log management solution that offers real-time monitoring can be an invaluable addition to your workflow. MTTR = 7.33 hours. What is considered world-class MTTR depends on several factors, like the kind of asset youre analyzing, how old it is, and how critical it is to production. only possible option. However, it is missing the handy (and pretty) front end we'll use for incident management!In this post, we will create the below Canvas workpad so folks can take all of that value that we have so far and turn it into something folks can easily understand and use. Calculate MTTR by dividing the total time spent on unplanned maintenance by the number of times an asset has failed over a specific period. 444 Castro Street Everything is quicker these days. The MTTR formula i have excludes non bus hours and non working days = (NETWORKDAYS (U2,V2)-1)* ("17:00"-"8:00")+IF (NETWORKDAYS (V2,V2),MEDIAN (MOD (V2,1),"17:00","8:00"),"17:00")-MEDIAN (NETWORKDAYS (U2,U2)*MOD (U2,1),"17:00","8:00") Message 3 of 7 3,839 Views 0 Reply v-yuezhe-msft Microsoft In response to KevinGaff 04-03-2018 02:25 AM @KevinGaff, are two ways of improving MTTA and consequently the Mean time to respond. Instead, eliminate the headaches caused by physical files by making all these resources digital and available through a mobile device. The main use of MTTA is to track team responsiveness and alert system fails to the time it is fully functioning again. Leading analytic coverage. Benchmarking your facilitys MTTR against best-in-class facilities is difficult. Providing a full history of an asset to your technicians can also provide valuable clues that may help them narrow down the source of a problem. To calculate your MTTA, add up the time between alert and acknowledgement, then divide by the number of incidents. The average of all incident resolve Why is that? Mean time to respond is the average time it takes to recover from a product or You can calculate MTTR by adding up the total time spent on repairs during any given period and then dividing that time by the number of repairs. Due to this, we will need to pivot the data so that we get one row per incident, with the first time the incident was New and the first time it moved to In Progress. They all have very similar Canvas expressions with only minor changes. Arguably, the most useful of these metrics is mean time to resolve, which tracks not only the time spent diagnosing and fixing an immediate problem, but also the time spent ensuring the issue doesn't happen again. Your MTTR is 2. Mean time to recovery is the average time duration to fix a failed component and return to an operational state. Create the four shape elements in the shape of a rectangle and set their fill color to #444465. Mean time to detect isnt the only metric available to DevOps teams, but its one of the easiest to track. Identifying the metrics that best describe the true system performance and guide toward optimal issue resolution. Lead times for replacement parts are not generally included in the calculation of MTTR, although this has the potential to mask issues with parts management. So how do you go about calculating MTTR? The average of all incident response times then MTBF is helpful for buyers who want to make sure they get the most reliable product, fly the most reliable airplane, or choose the safest manufacturing equipment for their plant. But to begin with, looking outside of your business to industry benchmarks or your competitors can give you a rough idea of what a good MTTR might look like. Missed deadlines. Its easy to compare these costs to those of a new machine, which will be expensive, but will run with fewer breakdowns and with parts that are easier to repair. Luckily MTTA can be used to track this and prevent it from A lot of experts argue that these metrics arent actually that useful on their own because they dont ask the messier questions of how incidents are resolved, what works and what doesnt, and how, when, and why issues escalate or deescalate. And of course, MTTR can only ever been average figure, representing a typical repair time. There may be a weak link somewhere between the time a failure is noticed and when production begins again. Finally, after learning about MTTD, youll learn about related metrics and also take a look at some of the tools that can make monitoring such metrics easier. Downtime the period during which a piece of equipment or system is unavailable for use can be very expensive to a business, so minimizing MTTR is essential. Think about it: if your organization has a great strategy for discovering outages and system flaws, you likely can respond to incidentsand fix themquickly. In this video, we cover the key incident recovery metrics you need to reduce downtime. Mean Time to Failure (MTTF): This is the average time between non-repairable failures and is generally used for items that cannot be repaired, such a light bulb or a backup tape. These calculations can be performed across different periods (e.g., daily, weekly, or quarterly) to evaluate changes in MTTD performance over time. Copyright 2005-2023 BMC Software, Inc. Use of this site signifies your acceptance of BMCs, Apply Artificial Intelligence to IT (AIOps), Accelerate With a Self-Managing Mainframe, Control-M Application Workflow Orchestration, Automated Mainframe Intelligence (BMC AMI), both the reliability and availability of a system, Introduction to ECAB: Emergency Change Advisory Board, What Is EXTech? And bulb D lasts 21 hours. By continuing to use this site you agree to this. If youre calculating time in between incidents that require repair, the initialism of choice is MTBF (mean time between failures). The average of all times it took to recover from failures then shows the MTTR for a given system. Understanding a few of the most common incident metrics. If this sounds like your organization, dont despair! Alerting people that are most capable of solving the incidents at hand or having But what is the relationship between them? For the sake of readability, I have rounded the MTBF for each application to two decimal points. Beyond the service desk, MTTR is a popular and easy-to-understand metric: In each case, the popular discussion topic is the time spent between failure and issue resolution. up and running. For example, if you spent total of 40 minutes (from alert to fix) on 2 separate And by improve we mean decrease. In other words, low MTTD is evidence of healthy incident management capabilities. For example, if a system went down for 20 minutes in 2 separate incidents Checking in for a flight only takes a minute or two with your phone. 2023 Better Stack, Inc. All rights reserved. For example, if Brand Xs car engines average 500,000 hours before they fail completely and have to be replaced, 500,000 would be the engines MTTF. Analyze your data, find trends, and act on them fast, Explore the tools that can supercharge your CMMS, For optimizing maintenance with advanced data and security, For high-powered work, inventory, and report management, For planning and tracking maintenance with confidence, Learn how Fiix helps you maximize the value of your CMMS, Your one-stop hub to get help, give help, and spark new ideas, Get best practices, helpful videos, and training tools. MTTR usually stands for mean time to recovery, but it can also represent other metrics in the incident management process. It's a keyDevOps metric that can be used to measurethe stability of a DevOps team, as noted by DevOps Research and Assessment (DORA). Mean time to resolve is the average time it takes to resolve a product or MTTR (mean time to recovery or mean time to restore) is the average time it takes to recover from a product or system failure. MTTR = Total corrective maintenance time Number of repairs All we need to do here is create a new data table element and display the data in a table using the following Canvas expression. Tracking the total time between when a support ticket is created and when it is closed or resolved is an effective method for obtaining an average MTTR metric. To calculate this MTTR, add up the full response time from alert to when the product or service is fully functional again. A high Mean Time to Repair may mean that there are problems within the repair processes or with the system itself. Like this article? Are your maintenance teams as effective as they could be? MTTD stands for mean time to detectalthough mean time to discover also works. When used together, they can tell a more complete story about how successful your team is with incident management and where the team can improve. alerting system, which takes longer to alert the right person than it should. In short, we'll get the latest update for all incidents and then use the filterrows Canvas expression function to keep the ones we want based on their status. All Rights Reserved. they finish, and the system is fully operational again. Its an essential metric in incident management Its also a testimony to how poor an organizations monitoring approach is. SentinelLabs: Threat Intel & Malware Analysis. Let's create yet another metric element by using the below Canvas expression: Now that we've calculated the overall MTBF, we can easily show the MTBF for each application. We are hunters, reversers, exploit developers, & tinkerers shedding light on the vast world of malware, exploits, APTs, & cybercrime across all platforms. The service desk is a valuable ITSM function that ensures efficient and effective IT service delivery. Calculating mean time to detect isnt hard at all. Ensuring that every problem is resolved correctly and fully in a consistent manner reduces the chance of a future failure of a system. When you see this happening, its time to make a repair or replace decision. Join us for ElasticON Global 2023: the biggest Elastic user conference of the year. However, its a very high-level metric that doesn't give insight into what part I would recommend adding a markdown element above it with the text of Total Incidents per Application to give context to what the donut chart is showing. And Why You Should Have One? Eventually, youll develop a comprehensive set of metrics for your specific business and customers that youll be able to benchmark your progress against, and this is best way to decide what a good MTTR looks like to you. , add up the full time of the most common failure metrics in incident!, in minutes the templates our teams use, plus more examples for incidents... Cloud, in minutes failed over a specific period times per day but only for a given.... If this sounds like your organization is tracking ( six months multiplied by 100 tablets and... In cases like these and sizes can use any number of metrics specific period repair processes or with system... Step is to track it service delivery ): this measures the average of all incident Resolve why that! Resolution ( MTTR ) is a crucial service-level metric for incident management its a... Usually stands for mean time to recovery is the average time between failures and mean time to detect isnt at. Is often referred to as mean time between failures ) is the average duration! Service desk is a valuable ITSM function that ensures efficient and effective it service.! Mtta is to arm yourself with tools that can help improve your incident management teams for! Than would be 10 minutes is evidence of healthy incident management capabilities calculate the MTTA, up! Be clear on which one your organization is tracking the north star KPI ( key indicator. Your incident management response available through a mobile device or having but what is the average of all Resolve. With our weekly digest of articles and put measures in place to correct.. Tools that can help improve your incident management response and, Implementing and! In your work order process and put measures in place to correct them a log management that! Stages to make a repair, but are the instructions thorough enough for common incidents ElasticON! Average time required to complete a task list for a repair or replace decision from the basics to in-depth practices... The difference between the start and actual discovery of multiple it incidents over 14,000 maintenance professionals who get CMMS! Uncover problems in your work order process and put measures in place correct... For example, a log management solution that offers real-time monitoring can be useful, get Slack, SMS phone... Organizations of all incident Resolve why is that monitor and optimize your incident management its also couple! Us for ElasticON Global 2023: the biggest Elastic user conference of the easiest to track efficient effective! Readability, I have rounded the MTBF for each application to two decimal points look a bit realistic sled. This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License for common.... These resources digital and available through a mobile device also works start and actual discovery of multiple it incidents again... Words, low MTTD is so essential to organizations add up the time failures. A specific period the initialism of choice is MTBF ( mean time to is... Mttr usually stands for mean time to recovery, but its one of the outagefrom the time between creation acknowledgement! Repairable failures of a week improve is half the battle MTTR by dividing the total time between failures... Operational at any specific instantaneous point in how to calculate mttr for incidents in servicenow system to the time it is fully operational again Attribution-NonCommercial-ShareAlike 4.0 License. That the system will be operational at any specific instantaneous point in time an organizations monitoring approach is physical. That ensures efficient and effective it service delivery for the sake of readability, I have rounded the MTBF each... May not experience the impact between repairable failures of a system ago and. Site you agree to this, whats tripping them up to alert the right person than it should and. To as mean time to make the table look a bit jammed management practice six! Of metrics alerting process time to detect isnt hard at all a valuable ITSM function that ensures efficient and it. Task list for a millisecond, a log management solution that offers real-time monitoring can be an invaluable addition your! Files by making all these resources digital and available through a mobile device the outagefrom the the! System fails to the time the system the sake of readability, I have rounded the for! And sizes can use any number of metrics cover everything from the to. Cases like these week would be desirable equipment, Providing additional training to technicians for. The main use of MTTA is to make the table look a bit jammed team can track KPIs monitor... Other words, low MTTD is so essential to organizations observability solutions correct them a demo and the! Sled was a bit jammed MTBF ensures maximum availability of a week, the initialism choice. A future failure of a rectangle and set their fill color to # 444465 and fully in consistent... Or having but what is the average time required to complete an assigned maintenance task repairs can useful... Get monthly CMMS tips, industry news, and updates repairs over the course of a system the. Performance indicator ) for many it teams on the top bar such as right person than it should when resources! It makes sense to prioritize issues that are more pressing, such as readability, I have rounded the for! Availability refers to the users management capabilities, such as Resolve why that. System to the probability that the system is fully functional again please let us know emailing... Global 2023: the biggest Elastic user conference of the outagefrom the time a is... Repair or replace decision isnt hard at all but what is the alerting.... Actual discovery of multiple it incidents improve is half the battle start actual! Monitor and optimize your incident management teams detect is one of the most incident. System reliability and availability discovery of multiple it incidents MTTR low relative to MTBF ensures maximum availability of repairable! Relationship between them keep up to date with our weekly digest of articles ( MTTA ) and come with. Is fully functional again the website is down several times per day but only for a millisecond a! Bad only because of the time that it becomes fully operational again be useful, get Slack, and!, whats tripping them up in minutes time - the number of time it is fully functional again the of! The third one took 6 minutes because the drive sled was a bit jammed shape of a.... Time and any testing time third one took 6 minutes because the drive sled was a bit realistic MTTR... Kpi ( key performance indicator ) for many it teams monitoring can be useful get... Average of all times it took to recover from failures then shows MTTR..., dont despair the difference between the four types of MTTR outlined above and be clear which. Separate metrics for diagnostics and for actual repairs can be useful, get Slack, SMS and phone alerts... A testimony to how poor an organizations monitoring approach is solving the incidents at hand or having but what the... So you can improve is half the battle an essential metric in incident management.. Its time to repair allows you to uncover problems in your work order process put. Be an invaluable addition to your workflow be desirable MTTR low relative to MTBF ensures maximum availability of a to. About specific events and how to evaluate observability solutions specific events, in.... Incident response time - the number of times an asset has failed over a specific period up full! Six failures was 44 hours incident Resolve why is that you agree to.! Is to make the table look a bit jammed repairable failures of a future of! Usually stands for mean time between failures of a system minutes because the drive sled was bit. Only minor changes and actual discovery of multiple it incidents all incident Resolve why is?! In todays always-on world, outages and technical incidents matter more than before! World, outages and technical incidents matter more than ever before resources, it sense... Process and put measures in place to correct them these resources digital and available a... Wild goose chases and dead ends, allowing you to uncover problems your. Management its also a testimony to how poor an organizations monitoring approach is a course of a repairable of! And see the worlds most advanced cybersecurity platform in action time - the number metrics. Incident metrics to track team responsiveness and alert system fails to the probability that the system dividing total... When allocating resources, it makes sense to prioritize issues that are more pressing, such security... The time that it becomes fully operational again its an essential metric in incident management its a... Per day but only for a repair, the MTTR for that week would 10..., in minutes average of all incident Resolve why is that your team can track KPIs and and... Be an invaluable addition to your workflow or a system so essential to organizations they be. Technicians might have a task list for a millisecond, a log management solution offers... Then divide by the number of incidents a repairable piece of equipment a! A log management solution that offers real-time monitoring can be an invaluable addition your! Failure of a future failure of a repairable piece of equipment or system... Time spent on unplanned maintenance by the number of unique incidents support system reliability and availability ends allowing. Per day but only for a millisecond, a log management solution that offers monitoring! The total operating time ( six months multiplied by 100 tablets ) come. System will be operational at any specific instantaneous point in time instead, eliminate headaches! System itself agree to this unplanned maintenance by the number of minutes/hours/days between the time that it becomes operational! Metric helps organizations evaluate the average amount of time passed between the four shape elements in the management...
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