Service Level Tracking
Many IT organizations establish service-level agreements (SLAs) with the executives or business units that specify availability of a variety of IT systems. This might include availability measurements along the lines of the ubiquitous “nines,” as in “five nines of availability.” This is the percentage of time that a service is available. Some common values for this percentage and the associated downtime are shown in Table 9.1.
Table 9.1 The Nines and Downtime Per Year
Or the metric might be in terms of response time of the messaging system or of the Active Directory infrastructure. However, even with these SLAs in place, ...
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