Availability Management: Measure

Availability is measured by recording the frequency and duration of Availability Incidents as well as its scope impact. The ITSM process recommends that scope impact is measured by a combination of user minutes lost and business transactions lost. Transactions lost can easily be calculated if log data is at hand. The log data record will have recorded the number of business transactions per second at the time of the service interruption.

Log Intelligence can only be effective if a complete record of system activity and log data is available at all times. It is simply impossible to predict ahead of time which information is going to be needed so instead a complete “replay” of events should be available for search and reporting.