Database

% of failed system transactions

% of outage due to changes (planned unavailability)

% of outage due to incidents (unplanned unavailability)

% of system transactions executed within response time threshold

% of system transactions executed within response time threshold during peak-time

Availability

Availability (excluding planned downtime)

Average response time of transactions

Downtime

Maximum response time of transactions

Mean Time to Repair (MTTR)

Mean-time between failure (MTBF)

Unit costs of IT service(s)