On Mon, 30 Sep 2013 00:40:01 -0400, Thomas Kern <[email protected]> wrote:
>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. > For scheduled outages under your definition, what does "don't count as much" mean? If your outage is an hour it only counts as half an hour? Who determines how to quantify that and what the penalties are if any? Regards, Mark -- Mark Zelden - Zelden Consulting Services - z/OS, OS/390 and MVS mailto:[email protected] ITIL v3 Foundation Certified Mark's MVS Utilities: http://www.mzelden.com/mvsutil.html Systems Programming expert at http://search390.techtarget.com/ateExperts/ ---------------------------------------------------------------------- For IBM-MAIN subscribe / signoff / archive access instructions, send email to [email protected] with the message: INFO IBM-MAIN
