IT Services
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IT Services
The IT infrastructure consists of various components from networking, systems and applications. These components are considered services. Quality of Service refers to the measure of service quality provided to the user.
Key Performance Indicators in this category
Availability (excluding planned downtime)
Percentage of actual uptime (in hours) of equipment relative to the total numbers of planned uptime (in hours). Planned uptime = service hours-planned downtime Planned ...
Mean Time to Repair (MTTR)
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
% of outage due to incidents (unplanned unavailability)
Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.
Mean-time between failure (MTBF)
The average time between equipment failures over a given period i.e. the average time a device will function before failing. It is the reliability rating ...
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