Introduction › Service Concepts › Health, Quality, and Risk

Health, Quality, and Risk

Health, quality, and risk are the primary metrics exposed to Dashboard and external interfaces for monitoring service status. They categorize service impact values to reflect the type of outage or impact according to alert categories.

Alerts impacting a service belong to one of the following categories:

Quality

Indicates the level of excellence that consumers of an IT service experience, whether they are other IT services, customers, or end users. The quality levels 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.

Risk

Indicates the likelihood of delivering the quality of service required to support the overall business objectives. The risk levels are Down, Severe, Moderate, Slight, None, and Unknown. The highest propagated impact of an associated risk alert determines the service risk value. If an alert has no defined type, it is a risk alert by default.

Service health is the highest impact held by quality or risk. The following table shows the available Health, Quality, and Risk values:

For example, a slightly degraded service with a severe risk of degradation would have a service health of Critical.