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IT Service Levels
The SLA is a contract between the vendor and the user that specifies the level of service that is expected during its term. SLAs are used by vendors and customers as well as internally by IT shops and their end users.
KPIs to measure the quality of the delivered services (in SLAs) are categorized in IT Service.
KPIs in ‘IT Service Levels’
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
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
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
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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