Components number of failures (measured by monitoring tool)

Counts the number of times a service fails during the calculation period. This measurement assists with identifying problematic CI (Configuration item) to replace or maintain.

Max single failure time

Measures the maximum single failure time during the calculation period.

MTBF (Mean Time Between Failures)

The average elapsed time from the time the Service or supporting component is fully restored until the next occurrence of a failure to the same service or component.

MTBSI (Mean Time Between System Incidents)

Currently not implemented.

MTTR (Mean Time To Repair)

The average elapsed time from the occurrence of an incident to the resolution of the incident. The average time it takes to repair customer services.

Percent of service availability (based on monitoring tool events)

The available time out of the service agreed time up to the present based on the availability of all resources. Presents the current status of the Service.

Percent of service availability (based on monitoring tool events) - Advanced

The available time out of the service agreed time up to the present based on a threshold of available resources. Presents the current status of the Service.

Percent of service availability (correlates monitoring tool events and incidents)

Measures incident management system incidents reported by the customer and monitoring tool events.

Percent of Service availability with direct impact on users (based on incidents)

Measures Incident management system incidents reported by the customer.

Service number of customer impacting failures (correlates with incidents)

Measured by incident management system with incidents reported by the customer.

Service number of failures (measured by monitoring tool)

Measures the number of failures based on monitoring tool events.