I do not like changing the actual time value, if the Scheduled Outage is
one hour, it is reported as One Hour, but all parties concerned
understand that that is not as impacting as a one hour Unscheduled
Outage which gives no one any warning.
I also leave it up to the management negotiators to settle the penalties
and such and hope that there are some penalties for any Outage, just not
as bad for the Scheduled ones.
/Tom Kern
On 09/30/2013 08:49 AM, Mark Zelden wrote:
On Mon, 30 Sep 2013 00:40:01 -0400, Thomas Kern <tlk_sysp...@yahoo.com> 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:m...@mzelden.com
ITIL v3 Foundation Certified
Mark's MVS Utilities: http://www.mzelden.com/mvsutil.html
Systems Programming expert at http://search390.techtarget.com/ateExperts/
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