ISO 20000-Availability Measurement Report Template

What is Availability Measurement Report?

An availability measurement report is a report that documents the results of an availability measurement. It is used to determine whether a system is meeting its availability requirements. The information is typically generated to monitor the availability of a system. For example, the report usually contains information about the uptime and downtime of the system, as well as the reason for any rest. It may also collect information about the response time of the system.

Availability is calculated as a percentage of time a system or network is operationally divided by the total amount of time it could be operational. For example, if a system operates for 8 hours out of 24 hours, the availability would be 33%.
Response time is the time it takes for a system to respond to a request. This can be measured in seconds and is often called “latency.”
Downtime is the amount of time a system or network is unavailable. This can be caused by scheduled maintenance or by an unplanned outage.
Uptime is the amount of time a system or network is available. It is usually measured as a percentage and expressed over a given period. For example, if a system is operational for 8 hours out of 24 hours, the uptime would be 33%.

Why is Availability Measurement Report?

An availability measurement report provides data that can be used to determine whether an organization's ITSM processes are meeting the availability requirements defined in the ISO 20000 standard. The report can also identify opportunities for improvement in the availability of services. The report should include information such as the availability of each service, the maximum amount of downtime permitted, the number of incidents and requests per month, the total number of rejected proposals, and the average response time for servicing incidents and requests.

It is used to track the service availability of IT services and to identify any problems that may exist.
The report should be created at least once a month and reviewed by the Service Delivery Manager.
It should contain the following information:
1. Checklist for availability report
2. Service Downtime
3. Measuring and reporting service availability.
4. Downtime duration
5. Downtime Impact
6. Percentage degradation of service
7. Availability Measurement Summary

What is included in the availability Report?

1. Checklist for availability report :

This report is used to communicate the current state of service availability to all stakeholders. The information should include a checklist of all the items that need to be checked to ensure service availability.
The checklist should include the following:

• Details of Availability
• Agreed Availability
• Measured Availability
• Availability targets
• Indication
• Incident Description
• Incident type
• Cause
• Response for eliminating.
• Measures for avoiding failures.

2.Service Downtime :

Service Downtime Availability Report is a document that contains information about the downtime availability of services within an organization. This report is used to help organizations improve the uptime availability of their services.
The report includes information about service downtime, the causes of service downtime, and the steps taken to prevent or mitigate service downtime. It also contains information about the actions taken to improve the uptime availability of services.

3. Measuring and reporting service availability Report :

It is used to assess the performance of the Service Provider in delivering the services to the customers. The report should include all the information the customer requires to make an informed decision about the Service Provider.
The Measuring and reporting service availability Report should include the following information:

• Measurement of availability
• Data on availability
• Findings

4. Downtime duration :

The report includes information on the Device, From, To, Duration, Location, Status, and Number of downtimes. It also provides information on the duration of downtime, the number of services affected, and the impact of rest on the business. Additionally, the report contains recommendations for improving system availability and reducing the time required for downtime. The information is designed to provide insight into how organizations can enhance their performance by reducing the impact of downtime. It is applicable for improving service reliability and providing customers with improved service levels.

5. Downtime Impact :

The Downtime Impact availability report provides a detailed analysis of the downtime impact for a particular service or system. The report includes information on the service or system downtime, the cause of the rest, the duration of the downtime, the number of users affected by the downtime, and the potential impact of the downtime on the business.
It Includes:

• Critical business functions
• Impact of downtime
•  Frequency of downtime
• Impact on the organization
• Impact on customers

The report also includes recommendations for reducing the impact of future downtimes. In addition, the Downtime Impact Availability Report can identify areas for improvement in the service or system operation and help define an acceptable level of availability for the service or system.

6. Percentage Degradation :

The Percentage degradation of service availability Report iso 20000 explains the requirements for service availability management. It includes a description of the service availability process, its associated activities, and the dependencies on other methods.
The report also contains guidance on measuring, reporting, and reviewing service availability. In addition, it includes a description of the service availability requirements and how they relate to other processes. The Percentage Degradation of Service Availability Report is not a measure of the percentage of the degradation of service availability. The report’s purpose is to guide how to measure, report and review service availability, not to count the degradation of service availability. As such, the information has no specific percentage of degradation measurement.

Conclusion :

The availability report should include a summary of downtime, unplanned outages, and scheduled downtime. It should also explain the causes of outages and the steps taken to mitigate them.