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Availability Management
KPIs
Description | Source | How to calculate | How to use it |
|---|---|---|---|
Service Availability | Service logs, monitoring tools | Total uptime / (Total uptime + Downtime) | Assess if services are meeting their availability targets |
Component Availability | Component monitoring tools | Uptime of a component / Total time | Identify reliability of specific IT components |
Mean Time Between Failures (MTBF) | Maintenance records, incident logs | Total operating time / Number of failures | Measure reliability and stability of IT services |
Mean Time to Repair (MTTR) | Incident and problem management records | Total downtime / Number of repairs | Gauge the effectiveness of the repair process and speed of response |
Mean Time to Restore Service (MTRS) | Incident logs, recovery system logs | Total restore time / Number of incidents | Evaluate how quickly services are restored after a failure |
Availability Trending | Historical performance data | Trend analysis of availability data over time | Monitor improvements or declines in service availability over time |
Failure Rate | Monitoring systems, incident logs | Number of failures / Total operating time | Understand frequency of failures within a service or component |
Unplanned Downtime | Incident logs, service reports | Total unplanned downtime | Measure impact of unexpected service interruptions |
Planned Downtime | Change records, maintenance schedules | Total planned downtime | Plan and assess downtime for maintenance and upgrades |
Service Continuity Testing Success Rate | Service continuity plans, test records | Number of successful tests / Total tests | Evaluate effectiveness of service continuity measures |
Incident Response Time | Incident management system | Time from incident report to response | Monitor responsiveness to incidents affecting service availability |
Percentage of SLA Achieved | SLA monitoring reports | Number of SLAs met / Total SLAs | Measure how well services adhere to agreed service levels |
Customer Satisfaction with Availability | Customer surveys, feedback forms | Survey results | Gauge customer perception of service availability |
Frequency of Service Review Meetings | Meeting logs, availability plans | Number of meetings held / Time period | Assess the regularity and effectiveness of service reviews |
Recovery Point Objective (RPO) Compliance | Backup systems, recovery plans | Comparison of actual vs. target RPO | Ensure data loss is within tolerable limits during an interruption |
Recovery Time Objective (RTO) Compliance | Recovery plans, incident logs | Comparison of actual vs. target RTO | Ensure recovery times meet business requirements |
Downtime Cost | Financial records, incident logs | Cost incurred during downtime | Evaluate financial impact of service downtime |
Capacity for Rapid Scaling | Performance monitoring tools | Time to scale up / down resources | Measure the agility in adjusting service capacity to meet demand |
Proactive Incident Management | Proactive monitoring tools, logs | Number of incidents prevented | Assess effectiveness of proactive measures in reducing incidents |
Change Success Rate | Change management records | Successful changes / Total changes | Evaluate success of changes implemented without affecting service availability |
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