I like to account for four different types of service time for SLAs.
Scheduled Maintenance Windows: These are predefined, scheduled,
well-publicized and should not count against an SLA.
Scheduled Outages: These are outages for maintenance, upgrades etc that
cannot wait until the next maintenance window, but can still be
scheduled for a day or two out. These should count against an SLA but
not as much as an unscheduled outage.
Unscheduled Outage: This is a service failure. This is what no one ever
wants and it needs to be honestly, accurately recorded and counted
against an SLA.
Service Available: This is what we all want all the time. The goal of IT
is to maximize this value.
Over time, we hope to eliminate all Unscheduled Outages, minimize
Scheduled Outages and Scheduled Maintenance Windows through redundancy
in equipment/processes and automation of Software Maintenance, backups, etc.
/Tom Kern
On 09/28/2013 01:59 PM, R.S. wrote:
W dniu 2013-09-24 18:42, Mike Shorkend pisze:
Same here
Well,
<disclaimer mode on>
Maybe this is my misunderstanding of "scheduled" participle.
<disclaimer off>
I don't buy it!
It seems that all of three gentlemen above (Skip, Mark, Mike) can
perform as many outages as they want, oops they NEED.
Of course nobody perform outage just for fun, there are always some
reasons, but sometimes outages can be aggregated, moved (delayed), and
so on.
Reminiscence of recent thread about ICF and IMBED: what would be a
problem to SCHEDULE an outage for every weekend in next year just to
remove IMBED from the catalog, BCS by BCS, one per week?
I think there would be. Let's leave the question whether IMBED is
worth to be removed, but definitely it would be wise to perform
several actions within one outage window - just to minimize the number
and total time of outages. Why ? Because it is good and... *expected*
by management. The expectation can be formal (SLA) or informal,
"default".
My €0,02
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