I am generally VERY sceptical of attempts by IT organizations to measure and report availability of services. There are a number of difficult issues to take account of:
- Most services are never 100% available. If one user has a faulty laptop then the service isn't working for them. This sounds trivial, but what if 20 users have a faultuy network switch, or 1,000 users have a corrupt data record? At what point do you say the service is only partially available and how do you report this?
- The same percentage availability can represent a completely different business impact depending on the time of day and day of the work that the downtime occurred.
- The same total downtime can represent a totally different business impact depending on whether it is one long outage, or many shorter outages.
I think it's much better to measure and report the business impact of incidents, than service availability. This means something to your customers.
When you measure business impact of incidents do you use an actual measure i.e. actual cost/time/production output etc. or would you/do you use some form of subjective/nominal measure to calculate the business impact?
As you say the actual impact to the business from service disruption/degredation may differ depending on things like 'who', 'how many', 'how long', 'when' and 'where'.
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07 Jun 2016
Edited on 10 Jun 2016 at 15:03
The purpose of Capacity and Availability Management (CAM) is to ensure effective service system performance and ensure that resources are provided and used effectively to support service requirements.
Check out the following links.
How do I measure Servicel Level Agreement/Acceptable Quality Level using ITIL metrics?
Or, I have the following documents for the Network Operations Center (NOC): Tasks, SLA/AQL, Deliverables, and Deliverable Requirements. What is the process to use within ITIL metrics to measure NOC performance. Thank you.
How would I begin the process of measuring Network Operations Center (NOC) performance using ITIL Metrics.
it depends your agreement with customer.
Another things to consider is the tool also can generate report for charging purposes
in my organization, we have agree with customer to used prtg to measure availability and reliability
11 Aug 2018
Edited on 11 Aug 2018 at 09:22
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