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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.
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Network
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Storage
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Systems
(21) -
Telephony
(10) -
Virtualization
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Web Hosting
(13)
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Antivirus & antispyware
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Application
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Backup
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Data center
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Database
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Email
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KPIs in ‘IT Services’
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 ...
Listed in: Systems, Database, Network, IT Service Levels, Application, ITIL Availability management, Web Hosting, Telephony, Email, Storage, ASL Availability management, MOF Availability Management, IT Availability
Tags: availability, downtime, device, equipment, maintenance, schedule, planning, duration
Mean Time to Repair (MTTR)
Average time (e.g. in hours) between the occurrence of an incident and its resolution.
Listed in: Systems, Database, Network, ITIL Incident management, IT Service Levels, Application, Web Hosting, Telephony, Maintenance, Email, Storage, Backup, ASL Incident management, MOF Incident Management, VRM Process Performance, VRM Support, IT Incident & Problem
Tags: repair, time, duration, device, equipment, incident, solution, resolution, maintenance
% of systems covered by antivirus/antispyware software
Percentage of systems (workstations, laptops, servers) covered by antivirus/antispyware software.
% of systems with latest antivirus/antispyware signatures
Percentage of systems (workstations, laptops, servers) with latest antivirus/antispyware signatures.
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