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 downtime is downtime as scheduled for maintenance.
Also known as: Service Outage Duration
% of outage due to incidents (unplanned unavailability)
Percentage of outage (unavailability) due to incidents in the IT environment, relative to the service hours.
% of outage due to changes (planned unavailability)
Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours.
% of CIs monitored for performance
Percentage of Configuration Item (CIs) that are monitored for performance with systems monitoring tools, relative to CIs that are used to provide services to end-users.
% of unplanned outage/unavailability due to changes
Percentage of unplanned outage (unavailability) due to the implementation of changes into the infrastructure. Unplanned means that the outage (or part of the outage) was not planned before implementation of the change.
% of Service Desk Availabilty
Calculation of the Service Desk Availiability over the Reporting Period.
% of availability SLAs met
Percentage of availability Service Level Agreements (SLAs) met
