Telephony

% of dropped telephone calls (DCR)

% of outage due to changes (planned unavailability)

% of outage due to incidents (unplanned unavailability)

Availability

Availability (excluding planned downtime)

Downtime

Mean Opinion Score (MOS)

Mean Time to Repair (MTTR)

Mean-time between failure (MTBF)

Unit costs of IT service(s)