Availability Management

Availability Management should ensure the agreed level of availability is provided. The measurement and monitoring of IT availability is a key activity to ensure availability levels are being met consistently. Availability Management should look to continually optimize and proactively improve the availability of the IT infrastructure, the services and the supporting organization, in order to provide cost-effective availability improvements that can deliver business and customer benefits.

Suggested KPIs Availability Management

+ve� Positive KPI (high value is desirable)

-ve� Negative KPI (low value is desirable)

Key Performance Indicator (KPI) Definition +ve MTBF Improvement in the MTBF (Mean Time Between

Failures) +ve MTBSI Improvement in the MTBSI (Mean Time Between

Systems Incidents) +ve MTRS Reduction in the MTRS (Mean Time to Restore

Service). +veService Availability Availability of IT Services relative to the availability

agreed in SLAs and OLAs -veNumber of Service Interruptions Number of service interruptions -veDuration of Service Interruptions Average duration of service interruptions +veAvailability Monitoring Percentage of services and infrastructure components

under availability monitoring +veAvailability Measures Number of implemented measures with the objective of

increasing availability