Quality indicates the level of excellence that consumers of an IT service experience, whether the consumers are customers, end users, or other IT services. The levels of quality are Operational, Slightly Degraded, Moderately Degraded, Severely Degraded, Down, and Unknown. The highest propagated impact of an associated quality alert determines the service quality value.
For example, the transaction time that is associated with completing a user task, such as logging in to the system, is a quality metric. Quality metrics are typically associated with a threshold. For example, if transaction time exceeds 5 seconds, the service quality could be considered to be Moderately Degraded.
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