IT and IT service management (ITSM)have always been highly influenced by SLAs, influencing behaviours, prioritizations of resources and steerage of relationships. Read through the detailed list of metrics for the Service Desk and each of the ten ITIL ⦠Joe has produced over 1,000 articles and other IT-related content for various publications and tech companies over the last 15 years. Value is created when every customer transaction is quickly processed, thereby avoiding lengthy queue at cash register, and therefore prevents money walking out the door. A Service Catalog is not the same as a âService Request Catalogâ neither âa list of task performed by the IT organizationâ. Here is my example of defining service availability in business terms; Business – say 500 retails shops across country, each shop has 3 cash registers to service shoppers. Availability Management ensures the operative services meet all agreed availability goals. Sometimes it is difficult to pin-point the number of users affected. Good article Stuart, thanks for sharing. Joe Hertvik works in the tech industry as a business owner and an IT Director, specializing in Data Center infrastructure management and IBM i management. IT staff often work very hard to see that the agreed target is met, and provide figures proving it has been met when reporting to customers. It should include: 1. of outage due to incidents (unplanned unavailability) Percentage of outage (unavailability) due to ⦠Customers are only interested in percentage availability insofar as it correctly identifies their ability to use IT services to support business processes – and a blanket percentage figure is probably not going to do that. Does anyone agree measuring Availability for a transaction processing service on the basis of failed v successful transactions is a valid approach? The fact that it is available when you need to use the service is a given. One aspect of availability measurement and reporting that’s often overlooked is planned downtime. Following the introduction of Design Coordination in ITIL 2011 the information flows have been adapted. And since ITSM focuses on IT service deliveries to customers, ITIL strictly focuses on changes to those services.âChange managementâ as a whole, however, includes other types of organizational and business changes.These can include structural, organizational, cultural, and hierarchical changes.In ITIL, though, the ⦠Organizations of all shapes and sizes can use any number of metrics. I find that really hard to buy. Some of these are simple, but not very accurate, others are more expensive. Buenísimo el articulo, un buen checklist de puntos a tener en cuenta. Please let us know by emailing blogs@bmc.com. IT resources. I’ll go into a bit more detail about this later in the blog. Depending on the size and complexity of the network this can be quite expensive to implement, and it can only report the availability from the particular dummy clients. Suppose there’s an eight-hour outage: Putting these numbers into the availability equation gives: Each of these is a valid figure for the availability of the service, but only one of them shows that the target was met. Whatever you decide to do, it’s important that your SLA clearly defines how planned downtime will be reported. IT processes. For example, a billing run that takes two days to complete and must be restarted after any outage will be seriously impacted by every short outage, but one outage that lasts a long time may be less significant. For example, let’s consider an IT organization that has agreed a 24×7 service and an availability of 99%. The first calculation that you stated provides no valuable information is, in fact, the undisputed metric of availability for the service in question during the reporting period. Sample Metrics For ITIL Processes Pink Elephantâs consultants are often asked for a laundry list of sample metrics for IT processes. You may want to focus on just one approach, or you may need to combine some of these to generate your reports. You need to find out how the customer’s business is affected by both the frequency and the duration of downtime. It is calculated by using this equation: Agreed service time is the expected time the service will be in operation. Some processes directly reference speed in their objective such as Incident Management which aims to ârestore normal service operation as quickly as possibleâ making performance measures especially important (Source ITIL Service ⦠The point being that there are various cut off times throughout the day and if cut off is missed then the service isn’t being provided. Availability should always support a customer’s desired outcomes. 6: IT Service ⦠How will you document and report your findings? Processes of ITSM Availability ⦠There are many different ways that you could collect data about IT service availability. The table below shows how much downtime we can expect at different availability percentages. If you do not think availability tracking is important, ask your executives if they would like to have their online store unavailable for 3.65 days each year. Sadly, many IT organizations focus on the numbers in an SLA, and completely fail to meet their customers’ needs – even if they deliver the agreed numbers. You can use this data to identify the duration of incidents and the number of users impacted. No percentages to play around with. What impact does downtime have on your organization’s productivity? After you’ve agreed and documented your availability targets, you need to think about practical aspects of how you can measure and report availability. If you forget to factor in planned downtime when you’re working out how to report availability, you could end up reporting availability figures that don’t fairly reflect your service provision. For more on this topic, browse the BMC Service Management Blog and these articles: Every business and organization can take advantage of vast volumes and variety of data to make well informed strategic decisions — that’s where metrics come in. The problem here is that we are approaching the measurement of services to often just using availability as the primary indicator of performance. How does the length of any downtime affect your business? It is actually one of the lacks of ITIL. Availability analysis and business requirements as starting point, based on Service definitions, SLAs and costs to define the customer requirements on Availability level. Some of the more common ways that availability data can be collected include: Service availability is a simple idea, but the difficulty is in the details. And stealing from my earlier service desk blog, I consider the following a good example to model your organizationâs help desk/service desk KPI and metric ⦠Here Comes Self-Servicing, The Importance of Being Earnest (at Work): Why Employee Experience Matters. After the rollout of an IT service, ITIL processes shift the focus to maintaining the ⦠Compared to ITIL 4 availability management practice guidance, as documented in the ITIL 4 Foundation publication: Availability metrics are publicly stated in terms of uptime and durability and leading ⦠Plan your availability measurements around the customer’s critical business processes and outcomes. If AST is 100 hours and downtime is 2 hours then the availability would be: The trouble with this is that, while this calculation is easy enough to perform, and collecting the data to do it seems straightforward, it’s really not at all clear what the number you end up with is actually telling you. Typically, IT organizations use a percentage, such as 99.999% availability, to do this. For example, an ATM may support cash dispensing and statement printing. Investigate why your outages happened. Use appropriate tools and instrumentation to help you measure and report availability. We can compare calculated against promised availability to determine if we are meeting our business goals. Your metric should be clearly understood and related to the critical business processes being measured. Required fields are marked *. Itâs all about what you are trying to achieve â your critical success factors (CSFs). You measure any downtime (DT) during that period. And use availability information to improve the process. This article provides examples of over 100! A compliance metric is often expressed in terms of a Boolean pass/fail or yes/no result. Support costs can be dramatically reduced ⦠Availability management is balancing the insurance level for the disaster case with the resources, requirements and costs. This tells the IT organization where to focus their efforts when designing and managing the email service. Some organizations include code in their applications to report end-to-end availability. IT Support: Improve Where It Matters the Most, Three Mindsets for Improving the IT-Business Relationship, Emergency Changes – How Preparation Helps to Reduce Risk, Look Beyond Self-Service. Use of this site signifies your acceptance of BMC’s, security information and event management (SIEM) systems, System Reliability and Availability Calculations, A Primer on Service Level Indicator (SLI) Metrics, Discovery for Disaster Recovery: CMDB Need Not Apply, What is a CMDB and How to Optimize it for Service Delivery, Introduction to IT Self-Service and Self-Service Portals, Application Mapping for Multi-Cloud Environments: Start Here, Start There, Start Anywhere, Gathering manual input from IT personnel and personnel, PING testing critical equipment and reporting when unanswered PINGs are sent, Culling availability numbers from Service Desk tickets, Using monitoring and reporting capabilities in end-to-end service and operations platforms, such as. 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