IT Availability

% of (critical) infrastructure components with automated availability monitoring

% of availability SLAs met

% of CIs monitored for performance

% of critical business processes not covered by a defined service availability plan

% of outage due to changes (planned unavailability)

% of outage due to incidents (unplanned unavailability)

% of Service Desk Availabilty

% of unplanned outage/unavailability due to changes

Availability (excluding planned downtime)

Critical-time failures

Critical-time outage

Number of business disruptions caused by problems