Email

% of email spam messages stopped/detected

% of email spam messages unstopped/undetected

% of outage due to changes (planned unavailability)

% of outage due to incidents (unplanned unavailability)

% of spam false positives

% of virusses & spyware detected in email

Availability

Availability (excluding planned downtime)

Average size of email boxes/storage

Downtime

Mean Time to Repair (MTTR)

Mean-time between failure (MTBF)

Spam detection failure %

Unit costs of IT service(s)