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KPIs in ‘IT Service Levels’
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
Availability
The general formula for availability is: Availability = [MTBF/(MTBF+MTTR)] x 100 Availability is a function of the total service time, the mean time between failure ...
Listed in: Systems, Database, Network, IT Service Levels, Application, Web Hosting, Telephony, Telecommunications, Email, Storage, Virtualization, VRM Product
Tags: repair, availability, maintenance, failure
Downtime
The formula derives the percentage of the time service is available. The inverse is the amount of downtime.
Listed in: Systems, Database, Network, IT Service Levels, Application, Web Hosting, Telephony, Telecommunications, Email, Storage, Virtualization
Tags: downtime
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