Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Sat Jun 01, 2013 5:52 pm Post subject:
Using incident ticket to monitor the availability seems not to be a good choice, as incidents are telling u there's an issue now, but the system might be still online and functioning.
So that's why people pushed back a lot.
Also the availability is more from a business perspective, so you might need to setup special tools / applications to automatically evaluate it. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
As ITIL Priority/severity is used to prioritize the ticket.
Bug and Change is a category probably which is not to be part of the incident.
But yes couple of organization measure availability based on high impact incidents which is referred as Major Incidents (MI), which provides data about Time taken to recover and time taken to restore the services. These incidents are used to called the outage time.
In organization where we have good monitoring system in place the availability is called from there.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Thu Aug 08, 2013 1:41 am Post subject:
As Ken said availability has got little relationship to incidents and nothing to do with their priority. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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