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calculating Service compliancy

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Mohammed Albust
Collector

calculating Service compliancy

Hello,

OVSD 5.0

How is service definition calculated? Does it depend on the number of incidents or service calls opened for each service?
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Mike Bush
Honored Contributor
Solution

Re: calculating Service compliancy

Availability and Compliance to SLA are huge topics not easily covered by this forum. You should read the many chapters of the Admin Guide(s). But in a nutshell, one of the easier metrics to understand or get started with (and one which was available also in 4.5) counts Service Calls or Incidents (you decide) of a certain IMPACT (you decide) and by use of the START and FINISH times on qualifying calls can calculate availability against the defined Support Hours.
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